ITPD

PRODUCTION SUPPORT PROCESS

OCTOBER 8, 2008

Guiding Principles
RP&A is implementing a production support process to better meet
the following two objectives:
1.

Support the business areas needs to execute transactions

and expand their ability to increase productivity and reduce
cost

2. Maximize effectiveness of every minute and resource spent

on support

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Critical Success Factors

Communication
Parties Involved:
Between business managers and IT managers
Between system users and IT support personnel
Within IT organization

Messages to be Communicated
Request for training / bug investigation & fix
Request for enhancements
Prioritization of enhancements
Status of support requests
Status of enhancements requests
Change in business IT needs

Delivery
Completing support and enhancement requests in expected
timeframe/sequence of priority

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Key Changes
The process will be implemented in two phases:
Phase 1

Redefining production support processes

Realigning the support personnel and their responsibilities
Defining or modifying the Incident Management tool to
support the process.

Phase 2

Enhancing the Incident Management tool to better support

the process and provide better visibility of ticket status

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Production Support Model

Level 1 End User Support

Business Workplace
Key Users

Leadership

Security Business
Approvers

Training Material & Job Aids

Functional Support
Business Security Leads
Incident Mgmt Tool template w/
required fields

Level 2 Production Support

RP&A IT On-site Resources

Process Owners

Must understand area, scope, urgency

and completeness of request before
prioritization and assignment

Onsite IT Liaisons

Production Support
(Level 2&3)

End User Support

(Level 1)

Level 3 Production Support

Central Security
Technology
Operations

End Users
Central IT Support

Role Maintenance
Role Assignment to Users

Application Management
Basis (Incl. Printer Fixes)
Network Services
Technical Architecture

ITS Funct. Configuration Support

ITS RP&A Development

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Objectives of Level 2 Support

Ticket Resolution Efficiency
Resolve Quick Fix tickets expeditiously
Minimize handoffs
Eliminate tickets from falling through the cracks
Minimize need to circle back to collect more information
Facilitate Incident Management tool status to the user community
Provide perspective for resource needs and business priority
Knowledge Transfer
Build a broader and deeper understanding of the [project] solution
to facilitate support and implementation efficiency

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Level 2 Production Support

Level 2 Support by Location
Location 1

Name 1

Location 2

Name 2

Location 3

Name 3

Location 4

Name 4

Location 5

Name 5

Location 6

Name 6

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Level 2 Roles & Responsibilities

Review tickets as they are submitted by customers from a

respective location

Ensure the Incident Management tool tickets description,

Urgency, Type (team) is accurate

Resolve the ticket if possible to do so in <4 hours

Route ticket to appropriate group for assignment and prioritization

Keep customers apprised of ticket receipt and status

Business advocate for tickets in need of prioritization or resources

Serve as Level 3 support for resolving assigned tickets

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Level 3 Roles & Responsibilities

Resolve assigned Incident Management tool tickets

Ensure the Incident Management tool tickets description,

Urgency, Type (team), Reference, and Status of owned tickets is
correct at all times

Support and transfer knowledge to other Level 2/Level 3 resource

resolving Incident Management tool tickets

Communicate priority/time conflicts between Incident

Management tool tickets resolution, Incident Management tool
ticket support and other projects as the arise

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Service Level Guidelines

Urgency

Description

Response To
Customer with
Status

Target Resolution
Time

Critical

Work Stoppage
No work around
$ at risk

Phone call

1 Day (may be migrated

outside of schedule)

High

Time sensitive process

impaired
Very difficult work around
Fix has strong Cost/Benefit
High business impact if not
resolved in 2 weeks

1 Business Day

<10 Business Days

(may be migrated outside of
schedule)

Medium

Non-time sensitive impact

Work around available

2 Business Days

30 - 90 Business Days

Low

Acceptable work around

Low $ risk
Fix has low Cost/Benefit

2 Business Days

>90 Business Days

10

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Production Support Meeting Objectives

Agenda
1. Review metrics of Open/Closed tickets by Team, Location & Status
2. Identify Active & Planned tickets that are past due and/or in
need of additional resources
3. Balance work load across production support team. Assign new
Planned tickets
Attendees
Production support team
Reports
Tickets by Team/Priority/Status
Tickets by Team/Owner

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Stakeholder Meeting Objectives

Agenda
1. Review metrics of Open/Closed tickets by Team, Location & Status
2. Identify Active & Planned tickets that are past due and/or in
need of additional resources
3. Balance work load across production support team. Assign new
Planned tickets
Attendees
Production support management resources and Stakeholders
Reports
Tickets by Team/Priority/Status
Tickets by Team/Owner

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Next Steps.
Update Incident Mgmt Tool Tickets by [time]
We need everybodys help updating the Type, Urgency, Reference and
Status of all the Incident Mgmt Tool tickets you own.
Type = Team
Urgency = See guidelines in this deck
Reference = only the last name of the person ultimately responsible
for resolving the ticket
Status = Please reference flow on last slide of this deck

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Production Support Flow

Status:

New

New, Assigned, In
Process, Closed

Assigned, Closed,
Pending Stakeholder
Review

Stakeholder
Review,
Assigned

Assigned, In
Process, Ready
for Developer,
QA, Ready for
Production

Activity:

Ready for
Development, In
Development,
Functional Test

Functional Test,
QA, Ready for
Production

Completes
Resolution
Created
Incident
Mgmt Ticket
via email

Reviews Incident Mgmt

Ticket for designated
location. Update key
fields. Establishes initial
Priority. May close ticket.

Reviews tickets.
Validates Priority.
Balance Level 3
Workload.

Completes
Config/
Testing

Complete
Design
Prioritizes
tickets

Role:

Customer

Level 2

Functional Leads

Stakeholder
Review

Approve.
Request
Migration

Completes
Programming/
Unit Test

Approve.
Request
Migration

Developmen
t

Functional
Approval

Approves
Prioritization
CCB

Security /
Functional /
Basis (Level 3)

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Contact Information
For additional information on this process, please contact

Contact Name

Email

Phone

Primary

Steve Keane

nskeane@uchicago.edu

773-203-4486

Secondary

Deneeta Pope

T-9dpope@uchicago.edu

773-702-8869

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