Incident First Level Support

Service Manager for HP Enterprise Services
Incident Management for First Level Support and Support Specialists

February 2010
HP Restricted
2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
A note to master trainers

This course covers the global functionality in the Incident Management module of Service Manager. Instructions for using functionality that is regional or customer-specific are included in the local work instructions. It is the responsibility of the trainers to incorporate regional and customer-specific information into course materials.
June 2009 HP Restricted
The purpose of this course

This course is intended for First Level Support agents and Support Specialists who will use Service Manager. The purpose of this course is to teach you how to use Service Manager to perform the tasks assigned to First Level Support agents and Support Specialists.
Prerequisite courses
First Level Support agents and Support Specialists should complete the following courses, in the order shown.
Course # 143387: Service Manager for HP Enterprise
Services - Getting Started: The Basics Course # 143386: Service Manager for HP Enterprise Services - Getting Started: Queries, Queues, and Views Course # 34290: Service Manager for HP Enterprise Services - Service Desk Incident Management: An Overview
Course # 143396: Service Manager for HP Enterprise
Services Incident Management for Case Administrators
Learning objectives
After completing this training, you should be able to: Use predefined Incident Views to manage Incidents
Take ownership of Incident Records Review Incident details Document the solution and resolve an Incident Engage additional support from Support Specialists, the
Tactical Incident Manager, and the Strategic Incident Manager

Identify notification triggers and who receives the notification
Topics
Incident Views Resolving an Incident Engaging additional support Notifications
Incident Views
Views for unresolved Incidents (1 of 3)

The following Views list unresolved Incidents regardless of their assignment group, ownership, or source:
INCIDENTS Open All unresolved Incidents INCIDENTS High Priority All unresolved Incidents whose
priority value is High

INCIDENTS Last 2 Weeks All unresolved Incidents that were
opened within the last 2 weeks

INCIDENTS Last 24 Hours All unresolved Incidents that were
opened within the last 24 hours

The following Views list unresolved Incidents assigned to your assignment group or that you opened:
INCIDENTS Opened by Me All unresolved Incidents that you
created from Interactions

INCIDENTS My Assignment Group(s) All unresolved Incidents
assigned to any assignment group that you are a member of

The following Views list unresolved Incidents assigned to you:
INCIDENTS Assigned to Me All unresolved Incidents for which
your login ID appears in the Assignee field

INCIDENTS For Me Last 2 Weeks All unresolved Incidents for
which your login ID appears in the Assignee field and that were opened within the last 2 weeks
INCIDENTS For Me Last 24 Hours All unresolved Incidents for
which your login ID appears in the Assignee field and that were opened within the last 24 hours
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Views for resolved Incidents (1 of 2)

The following Views contain resolved Incidents regardless of who owns them or who resolved them:
INCIDENTS Resolved All resolved Incidents INCIDENTS Resolved High Priority All resolved Incidents
whose priority value is High
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Views for resolved Incidents (2 of 2)

The following Views contain resolved Incidents:
INCIDENTS Resolved My Assignment Group(s) All resolved
Incidents assigned to any assignment group that you are a member of

INCIDENTS Resolved Assigned to Me All resolved Incidents for
which your login ID appears in the Assignee field

INCIDENTS Mass Resolved by My Group All resolved
Incidents, not related to an Interaction, resolved by mass resolve by a member of any assignment group that you are also a member of (RMC only)
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Switching to another View
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Questions?
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June Rev. 10.11 2009 - HP Restricted
Resolving an Incident
The sources of Incidents

Interactions that cannot be resolved at the point of first contact:
Linked to the Interaction Manually linked by a Case Administrator
Support Requests submitted via the Service Portal:

Linked to an Interaction generated by Service Manager when the
request is submitted
Automatically linked by Service Manager
Events identified by monitoring equipment and software:

Created as an Incident with no linkage to an Interaction Automatically created by Service Manager in response to a
monitored event
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Access an existing Incident

Access Incidents from the Incident queue
1. Select view
2. Access Incident
or
Incident queue Menu Navigation
Search for the Incident
Take ownership
2. Save Incident
Open status Status changed
1. Take ownership
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Moving Incident into Work in Progress status
1. Select update type

2. Enter details
Status change
Date & time of status change logged Important: If ownership is not assigned, the activity update appears to process and adds an entry into the activity log. The Incident, however, does not go into WIP status and no error message is displayed!
Review the Incident Record

From the Main Fields section
Contact Information Company and contact information Affected Items Details about the Service and Affected CI Description The detailed description
From the Incident Detail tab: Categorization, urgency, priority and Impact From the Activities tab: Updates and historic activities
Review the Main Fields section (1 of 2)
1. Review company & contact
Hover field
2. Review affected items
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Service Vs Affected Configuration Item

Service Represents the customer-specific service being reported Identifies the product or service in terms the customer is familiar with Must be CIs whose CI Type is bizservice Affected Configuration Item Identifies the CI that needs to be restored or repaired or The CI where the reported service CI resides
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Review the Main Fields section (2 of 2)
3. Review detailed description
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Review Incident Detail tab
1. Review ticket categorization 2. Review Service Triplets 3. Review Impact, Urgency & Priority
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When the Priority is Critical

When the Incidents Priority is Critical, you must create a Problem Record and link it to the Incident.
Create related Problem Record
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Reassign incident (1 of 2)
2. Delete Assignment Group
3. Select correct Assignment Group 1. Delete assignee name
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Reassign incident (2 of 2)
6. Save the record
4. Select Update Type 5. Activity details
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Research the issue and resolve the Incident

Review any working
instructions
Review the Incident Record
to isolate the incident Research the issue

Search the Knowledge
Base Communicate progress with the customer as specified in the customers SLA
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Isolate the issue

Historic Activities The list of actions taken on the Incident History Incident record management information Working Instructions Customer-specific instructions Additional Information WFM information
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Historic Activities tab
View all entries for a specific activity type
Service Manager activity
Update to Interaction that was populated in the Incident

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History tab
Activity summary
SIM information
ILC information
Reassignment information
SWF information
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SWF fields
Field OVO Mode Description/Values Determines if the Incident will be passed to the Automated bus. Values are: AB Ticket created by Automation Bus (AB) and is not for SWF SWF Ticket is for Single Workflow JET Ticket was created by JET and is not for SWF
Legacy ID#
The ID number of the record in the legacy system
AB Retry Count Number of times (up to 3) Service Manager attempted to pass the ticket to the Automation Bus. When the value reaches 3, the ILC is notified.
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Working Instructions tab
Message
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Additional Information tab
When Temporary Location is checked, the Address fields become mandatory.
Review Activities tab
Interaction ID number Only Update Types Update from customer and Communication with customer update the related Incident.
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Document your progress

4. Save update
1. Activity type 2. Activity details 3. Visible to customer
View the update
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When to make the update visible to the customer

For OVO-generated events, only when the customer has
access to Service Manager; check local work instructions for information about content and frequency requirements
For Service Calls
Use for Priority 1 and Priority 2 tickets to keep the customer updated about progress
When it is necessary for an agent viewing the related Interaction to see the update
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Sending an ad-hoc email

Service Manager provides the capability to send ad-hoc
emails
Sending ad-hoc emails is described in job aid #36848,
Sending ad-hoc emails
Guidelines for contents of updates visible to customer

Make updates to Priority 1 and 2 Incidents visible to the
customer when attempts are made but you are unable to make contact with the customer; the update documents the content of messages sent in email and left on voicemail When making updates to Master Incidents that have related Duplicate Incidents for multiple customers, avoid referencing any customer-specific information when making the updates visible to the customer Ensure that all comments are acceptable for the customer to view; never reference other agents by name Spell check your comments
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When you are waiting for a response

Activity Type Use when you are waiting for Status
Waiting for customer The customer to respond to a request for further information
Effect
Pending SLT clock suspends customer Resolve button unavailable Pending vendor SLT clock continues to run Resolve button unavailable SLT clock continues to run Resolve button unavailable
Waiting on Vendor
The vendor to respond to a request for further information
Waiting on Someone other than the another party assigned agent to complete an activity toward Incident resolution
Pending other
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Pending customer reminder

When you put an Incident into Pending customer status you are prompted to set a reminder to avoid leaving the Incident in Pending customer status beyond when you should.
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Setting the Pending status reminder specific time

2. Save 1. Incident into Pending Customer status
8. Reminder complete 3. Date and time 4. Reminder time
6. Reminder method
5. Reminder trigger 7. Reminder text
Status change and message

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Setting the Pending status reminder elapsed time

1. Incident into Pending status
8. Reminder complete
Remind In: format dd hh:mm:ss 3. Work schedule
4. Remind after
2. Elapsed time 6. Reminder method 5. Reminder trigger
7. Reminder text
Status change and message

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Pending status pop-up reminder

View messages & alerts
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Returning to Work in Progress status

2. Save the update
1. Return to Work in Progress status
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Waiting on Vendor
Vendor - used only to move Incident into Pending Vendor
status:
Must specify a Vendor in the Vendor field in the Main Fields section Must remove value from Vendor field to move out of Pending Vendor status
Reference number used to specify the ticket number open
with the vendor when moving the Incident into Pending Vendor status
Pending Vendor status process

1. Select Vendor 2. Vendor ticket number
3. Select the activity type 4. Enter activity text
5. Save the update
Pending Vendor return to WIP process

1. Remove data
3. Enter activity text
2. Select the activity type
4. Save the update
Tracking time worked
When you display an Incident Record, Service Manager sets a time stamp indicating that you started to work on the Incident. When you exit from the Incident Record, Service Manager sets a time stamp indicating that you ended work on the Incident. This information is used to track the time you work on the Incident and to bill the customer.
Important: Because the time stamps are set when you display and exit from the Incident Record, you should always have the Incident displayed when you are working on it and exit from the Record when you are finished.
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Add timestamp
6. Save 1. Add time stamp
2. Time to add or subtract
3. Confirm time
4. Dismiss message
5. Add update
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View timestamp
1. View time stamp
Time stamps added by Service Manager
Time stamp added in previous example

2. Return to Incident
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Resolve an Incident linked to an Interaction (1 of 3)

1. Resolve Incident
Reopen button becomes available
Status is Resolved
Fields become read-only
!
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Important: The Resolve button is available only when the Incidents status is Work in Progress.
3. Click first call resolution

2. Select closure code
4. Edit cause code
Solution field is automatically updated based on Closure Code
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Closure Codes for use only by RMC agents

Misrouted Ticket: Case has been misrouted to HP rather than the appropriate outsource service provider. Not used for internal misroutes. Other: A non-standard closure code was selected if mapping was involved or the responsible agent did not believe the existing code choices described the case closure situation. Void: Case was created in error or is for testing purposes and should not be used or available for SLA reporting.
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Handing off a ticket

Occasionally a ticket is opened for a security issue or an issue that is sensitive In these situations the customer might not want to make the issue visible:
An external customer might prefer to handle the issue
themselves; in this instance select Handoff to account team

HP or an external customer might prefer to have HP-IT Security
handle the issue; in this instance select Handoff to HPIT security
To hand off the ticket, close it using a handoff Closure Code

Important: Not all customers require a handoff in these situations. If you have a ticket that you think should be handed off, check your local work instructions.
!
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5. Save the Incident
When all Interactions linked to the Incident are closed, Service Manager closes the Incident. Message generated in the Incident Record by Service Manager
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Interaction closure methods

Passive closure The Incident and linked Interaction(s) remain in Resolved status for a pre-determined timeframe At the end of the pre-determined timeframe, Service Manager automatically closes the Interaction
Active closure The Incident and linked Interaction(s) remain in Resolved status until the customer is contacted and positive confirmation is received The Interaction must be manually closed when positive confirmation is received
When all Interactions linked to the Incident are closed, Service Manager automatically closes the Incident.
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When the customer disputes resolution

If the customer disputes the resolution, an Incident in
Resolved status can be reopened and returned to Work in Progress status Reopening the Incident resumes the SLT clock Service Manager sends a notification to the Incidents assignee
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Closing an Incident with no linked Interaction

Because the Incident has no Interaction to trigger closure, you must manually close the Incident:
In a single step at the time you resolve it if positive
confirmation is not required After obtaining positive confirmation when confirmation is required
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Resolving and closing an Incident with no Interaction

1. Resolve Incident Close button appears only on Incidents that are not related to an Interaction. 3. Close Incident
2. Document resolution
Status Closed
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When you cannot resolve the Incident

When you cannot resolve the Incident through the standard process, elevate the Incident to the next level of support or obtain approval from the management review level to trigger the Escalation Process.
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Questions?
62
Learning check
What status indicates that you have taken ownership of an Incident and the Time to Own (TTO) clock has stopped? A. Open B. Owner Assigned C. Work in Progress
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Learning check answer

What status indicates that you have taken ownership of an Incident and the Time to Own (TTO) clock has stopped? A. Open B. Owner Assigned C. Work in Progress
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Learning check
What action causes the Incidents status to change from Owner Assigned to Work in Progress?
A. Entering your login ID into the Assignee Name field B. Selecting an Update Type of Start Work in Progress C. Entering a value into the Next Expiration field
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What action causes the Incidents status to change from Owner Assigned to Work in Progress?
A. Entering your login ID into the Assignee Name field B. Selecting an Update Type of Start Work in Progress C. Entering a value into the Next Expiration field
This action also stops the Time to Initial Response (TTIR) clock.
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Learning check
How do you make progress updates that you enter into the Incident available for the customer to view?
A. You cannot B. By selecting the Visible to Customer checkbox on the
Update tab
C. By linking to the related Interaction and updating it
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How do you make progress updates that you enter into the Incident available for the customer to view?
A. You cannot B. By selecting the Visible to Customer checkbox on the
Update tab
C. By linking to the related Interaction and updating it
Selecting the Visible to Customer checkbox also makes the update available from the linked Interaction.
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Learning check
What status suspends the SLT clock? Select all correct statuses.
A. Pending customer B. Pending other C. No status suspends the SLT clock
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What status suspends the SLT clock? Select all correct statuses.
A. Pending customer B. Pending other C. No status suspends the SLT clock
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Learning check
What action returns an Incident to Work in Progress status from Pending customer status? A. Responding to the reminder notification B. Selecting Resume Work in Progress as the Activity Type
C. Clicking on the Resume Work in Progress button on the Editor toolbar
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What action returns an Incident to Work in Progress status from Pending customer status? A. Responding to the reminder notification B. Selecting Resume Work in Progress as the Activity Type
C. Clicking on the Resume Work in Progress button on the Editor toolbar
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Learning check
When do you manually close an Incident? A. When the closure method is Active B. Only when the Incident is linked to an Interaction C. Only when the Incident is not linked to an Interaction D. You cannot manually close an Incident
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When do you manually close an Incident? A. When the closure method is Active B. Only when the Incident is linked to an Interaction C. Only when the Incident is not linked to an Interaction D. You cannot manually close an Incident
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Learning check
The Resolve button is available when the Incident is in what status(es)? Select all correct answers. A. Open B. Owner Assigned C. Work in Progress
D. Reopened
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The Resolve button is available when the Incident is in what status(es)? Select all correct answers. A. Open B. Owner Assigned C. Work in Progress
D. Reopened
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Learning check
What causes an Incident that is linked to an Interaction to close? A. Clicking on the Close button on the Editor toolbar from the Incident record B. Closure of the last Interaction linked to the Incident
C. It automatically closes after you save it in Resolved status
77

What causes an Incident that is linked to an Interaction to close? A. Clicking on the Close button on the Editor toolbar from the Incident record B. Closure of the last Interaction linked to the Incident
C. It automatically closes after you save it in Resolved status

The Close button appears on the Editor toolbar only when the Incident is not related to an Interaction.
78
Learning check
Choose all the conditions that must be met for First Call Resolution occur. A. The Source of interaction is Telephone B. An Incident is created from the Interaction before it is saved C. The caller is warm transferred to the agent the Incident is assigned to D. The source of Interaction is anything other than Service portal

Choose all the conditions that must be met for First Call Resolution occur. A. The Source of interaction is Telephone B. An Incident is created from the Interaction before it is saved C. The caller is warm transferred to the agent the Incident is assigned to D. The source of Interaction is anything other than Service portal
Engaging additional support
When to engage the Support Specialist

The Support Specialist can be engaged:
At any time during the lifecycle of an incident When you receive an SLT notification from Service Manager
When you receive an SLT notification, evaluate whether you
can resolve the incident within the time remaining.

If you can, do so
If you cannot, engage the Support Specialist
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Engage next level of support

3. Reassign
1. Clear assignment fields
New assignment group 2. Select assignment group Assignee field blank
Bounce counter incremented
83
When to engage the Tactical Incident Manager

The Tactical Incident Manager (TIM) can be engaged at any
time during the lifecycle of an incident.

You should engage the Tactical Incident Manager when you
need:
A better understanding of the technical environment
Consulting
A technical resource Additional solutions
84
When to engage the Strategic Incident Manager

The Strategic Incident Manager (SIM) can be engaged at
any time during the lifecycle of an Incident. You should engage the SIM when you:
Need additional resources but are unable to obtain them Are reaching the resolution deadline with no resolution in sight Need higher levels of communication with the customer
If there is no known or available resolution, or the event is of
major business impact (a Major Incident)

Make a warm transfer to the Strategic Incident Manager Notify the Strategic Incident Manager and transfer the Incident by changing the Assignment Group field in the Incident Record
85
The Strategic Incident Manager (SIM)

A SIM group is selected for an Incident based on the SIM group
specified for the Department or Company associated with the Incident.

When the Priority of an Incident is equal to or greater than the
specified priority threshold, Service Manager sends the Strategic Incident Manager Assignment Group a notification.
Reassignment of the SIM Group does not change ticket ownership. SIM group can be modified
Incident priority is greater than the threshold
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How to engage the TIM or the SIM

Open the Incident Record. Update the record to document what has been done so far
and why you need assistance. Contact the TIM or SIM as detailed in your local work instructions. This may be a phone call, email, or page.
Note: You are not reassigning the Incident to the TIM or SIM; you are engaging their assistance. You still own the Incident Record.
87
Questions?
88
Learning check
When should you engage the Support Specialist? Select all correct situations. A. Only when you receive a notification that the SLT has been breached B. At any time during the lifecycle of the Incident
C. When you are in danger of breaching the SLT
89

When should you engage the Support Specialist? Select all correct situations. A. Only when you receive a notification that the SLT has been breached B. At any time during the lifecycle of the Incident
C. When you are in danger of breaching the SLT
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Learning check
True or false: You should engage the Tactical Incident Manager when you need a technical resource or additional solutions.
91

True or false: You should engage the Tactical Incident Manager when you need a technical resource or additional solutions.
92
Learning check
True or false: You should engage the Strategic Incident Manager when you need additional resources but cannot obtain them.
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True or false: You should engage the Strategic Incident Manager when you need additional resources but cannot obtain them.
94
Learning check
True or false: You engage the Technical Incident Manager (TIM) or the Strategic Incident Manager (SIM) by reassigning the Incident to an assignment group that the manager is a member of.
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True or false: You engage the Technical Incident Manager (TIM) or the Strategic Incident Manager (SIM) by reassigning the Incident to an assignment group that the manager is a member of.
After updating the Incident record to document what you have done so far, follow your local work instructions to contact the TIM or SIM.
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Notifications
Normal processing and warning notifications

Normal Processing
Creation Assign or reassign Key fields updated Reopen Assignment Group Assignee Assignment Assignment Group Group Assignment Group* Assignment Group**
Warnings
Bounce Counter*** AB failures exceeds 3
FLS/SSP
Assignment Assignee Group Assignee
ILC SIM
* When Priority is equal to or higher than SIM Priority Threshold ** When an update causes a change to the Priority *** When the bounce count exceeds the threshold
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Assignment and reassignment notifications
Trigger An Incident is assigned or reassigned through the Assignee field
Notification sent to The assignee
The value in the Assignment Group field is The assignment group initially entered or changed The value in the Assignee field is cleared The assignment group
99
Questions?
100
Learning check
Who receives a notification when an Incident is reassigned? Select all correct answers. A. The previous assignment group B. The previous assignee C. The new assignment group
D. The new assignee E. All of the above
101

Who receives a notification when an Incident is reassigned? Select all correct answers. A. The previous assignment group B. The previous assignee C. The new assignment group
D. The new assignee E. All of the above
102
Learning check
A notification is sent when the bounce counter exceeds what number of reassignments? A. 8 B. 5 C. The threshold specified in the Reassignment Threshold D. The threshold specified in the SIM Priority Threshold
103

A notification is sent when the bounce counter exceeds what number of reassignments? A. 8 B. 5 C. The threshold specified in the Reassignment Threshold D. The threshold specified in the SIM Priority Threshold
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Course summary
Summary
Now you should be able to: Use predefined Incident Views to manage Incidents
Take ownership of Incident Records Review Incident details Document the solution and resolve an Incident Engage additional support from Support Specialists, the
Tactical Incident Manager, and the Strategic Incident Manager

Monitor progress against SLTs
Identify notification triggers and who receives the notification
106
Other courses and resources

Additional courses and supplementary materials, including the Ad-Hoc Email job aid (#36848), are available from Grow @hp. Recommended follow-up course:
Course #81687 Working with Multiple Incidents
You can enroll in additional courses from Grow @HP.
107
Incident Management documentation (1 of 2)

Incident Management process documentation is available from
http://enhanced1.sharepoint.hp.com/teams/GDITSM/Process%20Forms/Incident%20Management.aspx
Level 1 Policy Guide: Describes the policies for Incident Management within HPS Delivery Operations Level 1 Process Guide: Describes the standard process for Incident Management within HPS Delivery Operations and demonstrates how HPS services are aligned to, and delivered against, industry standards; describes the relationships between Incident Management and other ITIL processes
108
Incident Management documentation (2 of 2)

Level 2 Metrics Guide: Describes the measures used within HPS Delivery Operations to deliver and conform to Quality and ITIL/ITSM standards Level 2 Procedures Guide: Describes the standard global procedures for Incident Management within HPS Delivery Operations Level 2 Roles Guide: Describes the roles involved in the Incident Management process and details their responsibilities
Level 3 Tools Guides: Describe how to use the software tools to perform tasks within the Incident Management process
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Notifications handbook and matrix

The Notifications handbook and matrix are available at
http://enhanced1.sharepoint.hp.com/teams/AEPM/Documents/Forms/Servi ce%20Support.aspx?RootFolder=%2fteams%2fAEPM%2fDocuments%2fS C%20General%20Documents%2fSC%20Notification%20Documentation&F olderCTID=&View={166B7F19-EA3A-40E9-AF09-B2F696446D64}
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Activate JTOC settings

http://teams2.sharepoint.hp.com/teams/PEToolTrng/Shared%20Documents/OVSC/Other%20integrated% 20to%20OVSC%20tools/How%20to%20enable%20your%20n otification%20in%20%20Service%20Manager.ppt
112

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Service Manager for HP Enterprise Services

Incident Management for First Level Support and Support Specialists

A note to master trainers

June 2009 HP Restricted

The purpose of this course

June 2009 HP Restricted

Services Incident Management for Case Administrators

June 2009 HP Restricted

Tactical Incident Manager, and the Strategic Incident Manager

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June 2009 HP Restricted

Views for unresolved Incidents (1 of 3)

priority value is High

opened within the last 2 weeks

opened within the last 24 hours

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Views for unresolved Incidents (2 of 3)

created from Interactions

assigned to any assignment group that you are a member of

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Views for unresolved Incidents (3 of 3)

your login ID appears in the Assignee field

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Views for resolved Incidents (1 of 2)

whose priority value is High

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Views for resolved Incidents (2 of 2)

Incidents assigned to any assignment group that you are a member of

which your login ID appears in the Assignee field

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Switching to another View

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The sources of Incidents

Support Requests submitted via the Service Portal:

Events identified by monitoring equipment and software:

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Access an existing Incident

Open status Status changed

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Moving Incident into Work in Progress status

1. Select update type

Review the Incident Record

Review the Main Fields section (1 of 2)

1. Review company & contact

2. Review affected items

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Service Vs Affected Configuration Item

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Review the Main Fields section (2 of 2)

3. Review detailed description

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Review Incident Detail tab

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When the Priority is Critical

Create related Problem Record

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2. Delete Assignment Group

3. Select correct Assignment Group 1. Delete assignee name

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6. Save the record

4. Select Update Type 5. Activity details

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