Incident & Problem Management

Incident & Problem
Understand Communicate Achieve
Managed Services Training

Management
Last Updated 14/02/08

Course Notes by Clare Fairbrother Version 1.0
2
Contents

Building Information
• Health & Safety
• Fire Alarm
• Toilets
• Smoking Areas

• Mobile Phones
3
Delegate Information
We want to make sure that you get the most from

your course today…
• Your printed manual is yours… use it to make notes
• For additional notes, use the notepaper provided
• Feel free to ask your trainer questions throughout

the course

• Take part in group activities & practical sessions
Remember… This is YOUR course!
4
IPM & Incident Overview

Tiered Customer Plan
Short Term Visit – either a new customer whose activities are managed
on SCC systems or one who is considered by the Leadership Team to be
Tier 1 experiencing severe service issues. Customers will stay in this Tier until a
level of stability is achieved, these customers will then transfer to Tier 2
- “The Place to Be”
“The Place to Be” – either strategic and/or high activity volume whose
Tier 2 activities are managed on SCC systems with service stability

Medium to low activity volume customers whose activities are managed
Tier 3 on SCC systems
Our aspiration is to completely remove the necessity

for Tier 1
6
Incident Severity
Severity 1 Incident is logged with an SLA of 0-4 hours
Severity 2 Incident is logged with an SLA of 4-8 hours

Severity 3 Incident is logged with an SLA of 8+ hours
IMAC e.g. SLA of 16HRF, 24HRF, 40HRF

Severity 4 Chargeable Incidents
7
IPM Structure
Incident & Problem
Management
Team
(IPM)
Incident Logging Incident Incident Problem

& Management Management Management &
Data Management TIER 1 TIER 2 Reporting

Severity 1 & 2 Severity 3 & 4 Severity 1 & 2 Severity 3 & 4
8
Incident Incident
Logged Incident Logging
Process
Incident
Vetted
TST
Incident Yes Telephone Fix?
Closed
No

Call
Co-ordination
Incident
Engineer
Visit
Co-ordination
Yes No
Complete?
9
Getting to Know
OpenUPTIME

10
Logging On
Enter your Login ID
Enter your Password

(Case Sensitive)
Click OK or Press F4
11
Main Menu
Select a screen by
entering the Jump
to Screen number
and pressing F4
Or click the relevant

action button

Buttons with
brackets either side
are Submenus
12
Incident Handling – Screen 003
When logged,
each incident is
given an unique
Request ID

To view an incident,
enter the Request ID
and press F4 or TAB
13
You can retrieve

incidents by
entering
information in any
field and pressing
F3 to retrieve

Search
results
14
The toolbar provides access to additional screens within an incident
and allow further action(s) to be taken
Clear Screen Part Needs Print
Repair Centre Parts Usage Close Request

Additional Info View Events Hold/Release
Request Text Modify/Add Events Place Notes
Visit Maintenance Payment Info Assign

15
Cross-
Reference
Request ID Customer or
Assyst reference
Problem Contact
Description Toggle these
buttons to view
other contacts
Address

Faulty
Equipment
Click this button for contract

16 information on this product
Current status
HOLD/REVIEW or
OPEN
Action Stts
Current status of
Call i.e. what’s Entry Dt/Tm
happening with it Date & Time the
call was created
Req Type
Queue
Type of Incident
Call ownership, i.e.
e.g. CON or CHRG
FIELD, WORKSHOP,

IMAC
Severity
e.g. S1, S2 or S3
Assigned Person(s)
Engineer or person
Payment ID assigned to the call
Used for CSC
incidents
17
Contract Information – Commit Time
Contract Code
SLA
0HR16HF =
0 Hour Response,
16 Hour Fix

Additional Information will show
you the SLA target time
18
Incident Handling – SLA Target
Additional Information
The Fix By time is

displayed here
Note: The Fix By time is

the final commit time for
the call, the ‘Commit’
time showing just above
this is the ‘Callback
Commit Time’
19
20
Updating Text

Viewing and Adding Request Text
¾ Request text show all updates from the minute an incident is

opened
¾ It is important that we update the text as much as possible to

ensure all information is captured, regardless of relevance
¾ Text is updated by entering various Text Line Codes. These

are then used by everyone to identify the type of update.
¾ By using the text line code ‘CUST’, your update will be visible to

customers either by automatic email or by an interface link with
their systems – Use this to keep the customer informed at all times
(BE CAREFUL WITH THE TEXT UPDATES)
¾ Text must be clear and accurate with no abbreviations
21
Click on the Request Text button to view/add text
Current
Request Text

To ADD a new line, Hold down SHIFT and press F11
22
Enter a Text Line Code
See Appendix
Enter the text as required
Use detailed & specific updates

Press F6 to save
23 Once saved, it cannot be modified or deleted.

Queues & Responsibilities

24
Action Status Meanings
TO BE ASSESSED Call logged awaiting TST to assess
VISIT REQUIRED Engineer required to attend site
PART REQUIRED Part required for a call
WITH CUSTOMER Awaiting a response from a customer
QUOTE REQUIRED Customer needs to be quoted for a part
BIFS, NO LOAN REQD Customer’s equipment in for repair, no loan required
Loan installed on the customers site and customer’s

LOAN INSTALLED,OP
faulty equipment removed for repair

WARRANTY Warranty part required for a call
PURCHASING Out of stock part to be ordered for a call
To verify equipment is covered under contract

CONTRACTS
Call passed back to Call Logging to obtain further
CALL CENTRE information
25
Locating the Area of
a Call

26
Locating the Area of a Incident
The country is split into different regions & areas making it easier
to identify the area of a call
Example:
Group A MSUK
Group B NORTH CENTRL SOUTH

Group C NEAST MIDS HCN
Group D NEWC MIDCR1 HCNW2
27
Click here

Click
28
Group A = Division
Group B = Region
Group C = Area
Group D = Sub Area

Physical Groups
Shows which physical
Sales Group
groups the customer
Shows which sales
belongs to
groups the customer
(i.e. Geographical area)
belongs to
29
30
System Events

System Events
You can view the history of a call by clicking on View Events from
your toolbar
Date/Time of Event Event by

Event for
31
Event Type Description
System Events
Events can be added manually by using Record Events from your
toolbar
A ‘Manual’
event will be
created

To add a new event, overtype the manual
event and press F6 to save
32
33
Holds & Releases

Understanding Holds and Releases
Using the HOLD event on an incident will pause the SLA clock
Justification is required before placing an incident on hold and the

request text must be updated accordingly
Update are done

with text line code
CUST and must be
clear and include the

name of the person
you spoke to
34
This example shows an incident on a 4hr fix:
Incident created
at 0900

The customer has cover Mon-Fri 09:00 – 17:30
35
At 10:30 the incident is placed on HOLD
The SLA
clock is now
paused

So far we have used 1hr & 30mins of the 4hrs
We now have 2hrs & 30mins of the 4hrs remaining

This will start when the HOLD is RELEASED
36
The incident is released at 14:00

The remaining 2hrs 30mins starts at 14:00
The new commit time for this incident would be 16:30

37
Automatic Hold Events
Some Action Status’ automatically place an incident on hold:
WITH CUSTOMER LOAN INSTALLED,OP

Customer has Loan has been provided by SCC
delayed incident and therefore, the customer is
operational

BIFS, NO LOAN REQD
Customer’s unit is brought in QUOTE REQUIRED
for repair and no loan is Incident is chargeable
required
38
Applying Holds and Releases
There are 2 ways of applying a Hold or Release event:
Manually, by going to Record Events and amending the date, time

and event

Automatically, by clicking the blue hold button from
39
the toolbar (time & date system stamped)
Holds and Releases - Summary
Always follow the basic rules when using Hold and Release events:
¾ Hold events must be justified with a full request text update
¾ The Hold event can only remain active based on the justification
¾ Incidents must be released 1 minute before engineer arrival

onsite
¾ An incident already on hold cannot be changed to have an Action

Status that uses automatic hold events
¾ If in doubt as to whether an incident should be placed on hold or

not, obtain advice from your Team Leader
40
Updating Visits on Incidents

41
What do we need to know?
Release must be
Engineer’s onsite done 1 minute What action has
& offsite times BEFORE engineer’s the Engineer taken?
arrival time
Any serialised items

Travel & Mileage Any parts used?
exchanged?

Has the engineer Loan provided?
Does the engineer
collected all If so, has it been
need an RMA?
faulty parts offsite? removed?
42
To update the Visit on a incident, check the following:
Check to see if the incident

is on hold

If so, RELEASE it
1 minute before
the engineer’s
arrival time
43
Click the icon to go to the visit maintenance screen
Incident
Info
SLA
Targets
Visit

Entries
Click Arrive
44
Enter the engineer’s

arrival time
Press F6 or Click OK

Click Complete
or Incomplete
45
Enter the engineer’s

leaving time
Press F6 or Click OK

You will be prompted to
update the text.
This is mandatory
46
SHIFT + F11 to add
a new line
Text Line Code for

completed incidents
is always COMP,
INC for incomplete
incidents

Enter the engineer’s update in FULL
Make sure that the text is clear with NO abbreviations
If parts were used, record the part numbers, if serialised,

you must enter the serial numbers installed and removed
47 Press F6 to save

Travel Time Mileage Type defaults Action Status = FIX
(hrs.min) to site to CON
48

Problem Code Resolution Code Parts Used?
(refer to Appendix) (refer to Appendix)
49
Finally, click Store Visit to save

If you fail to click on Store Visit, your visit will not be saved
50
Completing Incidents – Missed Targets
The Missed Target flag will show if you have hit or missed the SLA
Achieved
Target Date/Time Date/Time Actual Time
Target Time
Missed
Target?

51
Finally, Click
Close Call or
Exit

Click OK or press F6
Note: this screen will
only appear when
closing incidents
52
Viewing Closed Incidents

53
If an incident has been closed, you will be prompted to Look,
Reopen or Cancel
Click on
Look

54
Request
Text
Events

Click here to see
any parts used Parts ordered
55 You cannot make any adjustments or additions

Closed Incidents and Text – CTN065
Enter the Incident number press F3
Click Add Text

Update as normal (Shift + F11)
56
What does an IPM do?

Incident Process – what do you need to look
for…?
Incident Logging
Is the data of good
Has the incident quality?
been logged
correctly?
Has the incident
been passed to
the correct queue?

Has the correct
Contract Type been Has the correct
input? Severity code been
used?
58
for…?
IF NOT, WHY NOT?

59
for…?
TST
Has the incident Has the correct

been vetted part been
in time? ordered?

Has the part been
shipped within
SLA?
60
for…?
IF NOT, WHY NOT?

61
for…?
Incident Co-Ordination Has an appointment
been made?
Has the incident
Has an engineer be placed on
been assigned? HOLD?
Does the incident

Has the engineer need to be closed?
viewed the incident

on their PDA?
Has the engineer
Is a trained engineer
sent an ETA?
attending
Has the engineer the incident?
met the ETA?
62
for…?
IF NOT, WHY NOT?

63
Searching For Incidents

64
How do you manage this information…?
Screen 012 – make sure you set your relevant filter as below
to ensure you see the incidents for your area
Service B
NORTH
SOUTH or Severity
CENTRL Changes
from S1·|S2
to S3·|S4

Service C ·!PM excludes
completed Priority Preventative
for LONDON T1 T1, or T2 Maintenance
customers only incidents
65
Screen 012 – Outstanding Incidents
View 003 Screen
Customer Priority
Tier 1, 2, 3
Age of incident

Request ID Customer Problem Assigned
Days, Hours, Minutes Text Person
Note: Red = 80% of SLA has passed

66 Green = 40% of SLA has passed
Screen 007 – Incident Search
Screen 007 is ideal for getting a snap shot of outstanding incidents
against an area or a customer
Enter Search Criteria
e.g. Customer,
Product, Area,
Severity

Press F3 to search
67
or click FIND
Screen 007 – Incident Search
Problem Description
Go to Screen 003
Request ID

Place ID
Priority Status Date Logged
68
Screen 006 – Event Search
Screen 006 allows a search to be performed against various criteria
including Events and Contract Type
Request
Status
Customer
Events

Contract
Type
Press F3 to search
69
or click FIND
Screen 006 – Event Search
Problem Description
Go to Screen 003
Request ID

Tier Customer
Date Logged
70
71
Person Skills

Person Skills
All incidents must be attended by trained engineers
Some customers require that only engineers who have attended the
training course specifically for their equipment may attend their
incidents.
Additionally, engineers who are not warranty accredited cannot

attend incidents where the equipment is covered under the
manufacturers warranty

It is your responsibility to check BEFORE assigning engineers –
DO NOT rely on printed lists to check for trained engineers
72
Person Skills – Screen 070
Type in the Engineer

ID
Press F3
Click on Person
Skill

73
Person Skills – Screen 070
Skills and training

courses attended
will be listed
Skill Levels:
A = Accredited
S = Skill (internal

training course e.g.
Ladbrokes)
T = Can Train Others
74
75
PDA’s

Understanding PDA Updates
The purpose of the PDA is to allow the engineer to receive and
update their own incidents whilst onsite, reducing the amount of
admin work in co-ordination
When an incidents is assigned to an engineer, it will automatically be

sent to the PDA
This is a view of a call being sent and received by a PDA:

MC-SNT = Call details have been sent to the PDA
MC-RCD = Call details have been received by the PDA
MC-VWD = Call details have been viewed by the engineer
MC-INT – In Transit to site (ETA has been given)
MC-ONS – Engineer is on site
76
77
Reports Intranet

Reports Intranet
The SCH Intranet will provide you with many reports to help you
with daily and monthly stats.
To access the home page, go

to internet explorer and type
managedservices.sch.com

Click onto the UK area of the
map to access the main
menu for the UK
78
Reports Intranet
The site uses a basic file and

folder format for accessing
reports.
From the main menu, click on

the relevant business area to
access the sub menus

79
Reports Intranet
From the submenu,

click the desired
folder
This may give

further options
80
Reports Intranet
All folders now

contain annual &
monthly folders
You should then

see all the
available reports

Reports can be either
.xls files or PDF files
and are normally
refreshed daily
81
Reports Intranet
You will then see the report in the relevant format.

Note. When using Excel reports, you can copy and paste the
information into a new excel file for alterations
82
What else do you need to do…?
Check non-active
queues
Review exceptions Close the 5 oldest

being coded by incidents per day

OTL’s
83
84
Problems?

Problems with OUT?
If you experience any problems with Open Uptime at all, you should
contact Business Systems who will do everything possible in order to
rectify your problem
A special email address has been created for Open Uptime problems:
Out.problems@scc.com

If mailing internally, just type OUT PROBLEMS in “Email to” field
85

Incident &amp; Problem Management

Hochgeladen von

Dokumentinformationen

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Incident &amp; Problem Management

Hochgeladen von

Copyright:

Verfügbare Formate

Incident & Problem

Understand Communicate Achieve

Managed Services Training

Last Updated 14/02/08

Managed Services Training

• Health & Safety

Managed Services Training

We want to make sure that you get the most from

• For additional notes, use the notepaper provided

• Feel free to ask your trainer questions throughout

Managed Services Training

Remember… This is YOUR course!

Managed Services Training

Managed Services Training

Our aspiration is to completely remove the necessity

Severity 1 Incident is logged with an SLA of 0-4 hours

Severity 2 Incident is logged with an SLA of 4-8 hours

Managed Services Training

IMAC e.g. SLA of 16HRF, 24HRF, 40HRF

Incident Logging Incident Incident Problem

Managed Services Training

Managed Services Training

Managed Services Training

Enter your Login ID

Enter your Password

Managed Services Training

Or click the relevant

Managed Services Training

Managed Services Training

You can retrieve

Managed Services Training

Clear Screen Part Needs Print

Repair Centre Parts Usage Close Request

Managed Services Training

Request Text Modify/Add Events Place Notes

Visit Maintenance Payment Info Assign

Managed Services Training

Click this button for contract

Managed Services Training

Managed Services Training

The Fix By time is

Note: The Fix By time is

Managed Services Training

Managed Services Training

¾ Request text show all updates from the minute an incident is

¾ It is important that we update the text as much as possible to

¾ Text is updated by entering various Text Line Codes. These

Managed Services Training

¾ Text must be clear and accurate with no abbreviations

Managed Services Training

Enter the text as required

Use detailed & specific updates

Managed Services Training

23 Once saved, it cannot be modified or deleted.

Managed Services Training

VISIT REQUIRED Engineer required to attend site

PART REQUIRED Part required for a call

WITH CUSTOMER Awaiting a response from a customer

QUOTE REQUIRED Customer needs to be quoted for a part

BIFS, NO LOAN REQD Customer’s equipment in for repair, no loan required

Loan installed on the customers site and customer’s

Managed Services Training

PURCHASING Out of stock part to be ordered for a call

To verify equipment is covered under contract

Incident & Problem Management

Incident & Problem Management