Request Fulfilment

Risks

Critical Success Factors

Challenges

Challenges, Critical Success Factors and risks

The following challenges will exist for successful Incident Management:

• The ability to detect incident s as early as possible. This will require education of the user s reporting incidents, the use of Super User s (see paragraph 6.2.4.5) and the configuration of Event Management tools.
• Convincing all staff (technical teams as well as users) that all incidents must be logged, and encouraging the use of self-help web-based capabilities (which can speed up assistance and reduce resource requirement s).
• Availability of information about problem s and Known Error s. This will enable Incident Management staff to learn from previous incidents and also to track the status of resolution s.
• Integration into the CMS to determine relationship s between CIs and to refer to the history of CIs when performing first-line support.
• Integration into the SLM process. This will assist Incident Management correctly to assess the impact and priority of incidents and assists in defining and executing escalation procedure s. SLM will also benefit from the information learned during Incident Management, for example in determining whether service level performance targets are realistic and achievable.

The following factors will be critical for successful Incident Management:

• A good Service Desk is key to successful Incident Management
• Clearly defined targets to work to – as defined in SLAs
• Adequate customer -oriented and technically training support staff with the correct skill levels, at all stages of the process
• Integrated support tools to drive and control the process
• OLAs and UCs that are capable of influencing and shaping the correct behaviour of all support staff.

The risk s to successful Incident Management are actually similar to some of the challenges and the reverse of some of the Critical Success Factor s mentioned above. They include:

• Being inundated with incidents that cannot be handled within acceptable timescales due to a lack of available or properly trained resource s
• Incidents being bogged down and not progressed as intended because of inadequate support tools to raise alert s and prompt progress
• Lack of adequate and/or timely information sources because of inadequate tools or lack of integration
• Mismatches in objective s or actions because of poorly aligned or non-existent OLAs and/or UCs.

The term ‘ Service Request ’ is used as a generic description for many varying types of demands that are placed upon the IT Department by the user s. Many of these are actually small changes – low risk, frequently occurring, low cost, etc. (e.g. a request to change a password, a request to install an additional software application onto a particular workstation, a request to relocate some items of desktop equipment) or maybe just a question requesting information – but their scale and frequent, low-risk nature means that they are better handled by a separate process, rather than being allowed to congest and obstruct the normal Incident and Change Management processes.

4.3.1 Purpose/goal/objective

Request Fulfilment is the processes of dealing with Service Requests from the users. The objective s of the Request Fulfilment process include:

• To provide a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
• To provide information to users and customer s about the availability of services and the procedure for obtaining them
• To source and deliver the component s of requested standard services (e.g. licences and software media)
• To assist with general information, complaints or comments.

Дата добавления: 2014-12-23