Overall Process
Overall Process manager Sun, 12/05/2021 - 14:48Diagram
DiagramThis diagram describes the major process related activities, for each of the major steps. For each step, the responsibilities of all roles applicable are explained in a RACI matrix. Each step is explained as well in the next paragraphs.
Roles & Responsibilities
Roles & ResponsibilitiesRole | Description |
Incident Owner | The Incident Owner is responsible for ensuring that all activities defined within the process are undertaken and that the process achieves its goals and objectives. |
Incident Coordinator | The Incident Coordinator is responsible of managing all incidents that are assigned to his group, within the SLA defined. |
Incident Manager | The Incident Manager is responsible for process design and for the day to day management of the process. The manager has authority to manage Incidents effectively through First, Second, Third Level Support. |
End User | The End User is the person using an IT resource. This role is responsible to report all Incidents and make all IT requests and contacts through the Service Desk. |
Service Desk Agent | The Service Desk Agent is responsible for the day to day communication with all End Users and to facilitate the resolution and fulfillment of Incidents. |
L2/L3 Incident Analyst | The Incident Analyst is responsible for implementing and executing the Incident process as defined by the Incident Owner/Manager, and to be a point of contact for escalated issues, questions, or concerns. |
Major Incident Team | The Major Incident Team is a group of individuals brought together to manage a Major Incident. This team includes the Service Desk function, the IT organization, and Third-Party companies. |
Implementation of the major roles in the healthdata.be team:
Role | Healthdata function |
End User | anybody who is not part of the healthdata organization, but is a user of its services (scientists, Sciensano staff, hospital/laboratory staff, …) |
Service Desk Agent | Is part of the role of Support Engineer/Service Desk Officer in the Services & Support Team |
L2/3 Incident Analyst | Is part of engineer/developer functions in all HD teams- IAT, DC, DWH, SOB; as well as the DPO, EA, other architects |
Incident Coordinator | Is part of the role in all HD teams |
Incident Manager | Is part of the role of Incident management in the Services & Support Team |
RACI matrix
RACI matrixRef | Functional Process Item | End User | Service Desk Agent | L2/3 Incident analyst | Incident Coordinator | Incident Manager |
I01 | Incident Identification | I | R | R | R, A | |
I02 | Incident Logging | I | R | A | ||
I03 | Incident Categorization & Prioritization | I | R | R | A | |
I04 | Known error | R | R | A | ||
I05 | Incident diagnosis | R | R | A | ||
I06 | Investigate & resolve | R | I | A | ||
I07 | Consult end-user | C | R | R | A | |
I08 | Set incident as resolved | R | R | A | ||
I09 | L2 needed ? | R | R | A | ||
I10 | Assign incident to L2/L3 | R | I | R | A, I | |
I11 | Investigate incident | I | R | I | A | |
I12 | Change required ? | R | R | A | ||
I13 | Incident resolved ? | C | I | R | R | A |
I14 | Reassign ticket to Service Desk | C | R | I | A, I | |
I15 | Apply workaround | C | R | I | C | A, I |
RACI | Description |
A = Accountable | The single owner who is accountable for the final outcome of the activity. |
R = Responsible | The executor(s) of the activity step. |
C = Consulted | The expert(s) providing information for the activity step. |
I = Informed | The stakeholder(s) who must be notified of the activity step. |
Process activity steps
Process activity stepsI01. Incident Identification
Input(s) | A ticket can be initiated by phone call, email, portal, walk-in or via a monitoring event to the Service Desk. |
Output(s) | Incident ticket is identified in Service Now |
Status | New |
Description | The End-user can initiate an incident via : |
Portal : preferable way of reporting an incident. Email : a user send a mail to Support.Healthdata@sciensano.be. The Service Desk has one day to pick this up and create a ticket on behalf of that user. Phone : a user contacts the Service Desk by phone to report an incident. The Service Desk will immediately, while on the phone, create a ticket on behalf of that user. Walk-in : a user can visit physically the Service Desk to report an incident. The Service Desk will immediately create a ticket on behalf of that user. Monitoring event : an alert or event can initiate the automatic creation of an incident. |
I02. Incident Logging
Input(s) | Details gathered from the End User is added to the ticket |
Output(s) | Ticket is enriched with information in the work notes. |
Status | Work in Progress |
Description | The Service Desk will perform a first analysis of the incident ticket : It is not an incident, but a request : the incident ticket will be closed and the Service Desk will create an Service Request It is an incident : the ticket will be enriched with the first analysis. |
I03. Incident Categorization
Objective | To categorize every new Service Desk Record for assignment, diagnosis, and reporting purposes. |
Input(s) | Open Incident Record |
Output(s) | Categorized Incident Record |
Status | Work in Progress |
Description | The Service Desk will verify or modify the category on which the incident has been opened : |
I03. (2) Incident Prioritization
Objective | To set an appropriate Priority for scheduling and handling the Incident. |
Input(s) | Open, Categorized Incident Record |
Output(s) | Open, Categorized and Prioritized Incident Record |
Status | Work in Progress |
Description | The Service Desk will verify or modify the priority on which the incident has been opened. The priority is defined, conform the Master Service Agreement of the healthdata.be platform, by both Impact and Business Importance. The impact is defined based upon the following table. |
Impact | Situation |
High | The incident affects all end-users |
Medium | The incident affects a group of end-users |
Low | The incident affects one or a limited number of end-users |
None | No degradation of the Service |
Description (cont.) | When the situation changes over time, Impact and Priority will be adapted accordingly The priority is calculated as follows: |
Business Importance Level | Impact | |||
HIGH | MEDIUM | LOW | NONE | |
GOLD | Priority 1 (P01) | Priority 2 (P02) | Priority 8 (P08) | Priority 40 (P40) |
SILVER | Priority 2 (P02) | Priority 4 (P04) | Priority 16 (P16) | Priority 40 (P40) |
BRONZE | Priority 4 (P04) | Priority 8 (P08) | Priority 40 (P40) | Priority 40 (P40) |
I04. Known error ?
Objective | To identify if a solution for the incident is already known. |
Input(s) | Open, Categorized and Prioritized Incident Record |
Output(s) | Open, Categorized and Prioritized Incident Record |
Status | Work in Progress |
Description | The Service Desk will try to detect if a solution is already known in the knowledge base or in a problem record. If found, the Service Desk will apply this solution. |
I05. Incident Diagnosis
Objective | To define whether an incident can be solved by the Service Desk or not. |
Input(s) | Open, Categorized and Prioritized Incident Record |
Output(s) | Open, Categorized and Prioritized Incident Record |
Status | Work in Progress |
Description | Incident diagnosis will be carried out after the first analysis (I02) |
I06. Investigate and resolve
Objective | To resolve as many incidents as possible at the Service Desk. |
Input(s) | Open, Categorized and Prioritized Incident Record |
Output(s) | Open, Categorized and Prioritized Incident Record |
Status | Work in Progress |
Description | Incident investigation will be carried after the first analysis (I02) using all tools, skills, and techniques made available to the Service Desk. This may include matching to similar Incident Records, matching to Known Errors and Work-Arounds, use of knowledge bases and Frequently Asked Questions (FAQ) documents. |
Resolving the incident is the final step after the investigation. |
I07. Consult end-user
Objective | To have the confirmation of the end-user that the solution applied solves the incident. |
Input(s) | Open, Categorized and Prioritized Incident Record |
Output(s) | Open, Categorized and Prioritized Incident Record |
Status | Awaiting caller information |
Description | The Service Desk will contact the end-user, preferably by phone If not available by phone, the Service Desk will send a mail. The SOP ‘Manage awaiting tickets’ will apply |
I08. Set incident as resolved
Objective | To set the incident ticket to status ‘resolved’ after confirmation of the end-user. |
Input(s) | Open, Categorized and Prioritized Incident Record |
Output(s) | Open, Categorized and Prioritized Incident Record |
Status | Resolved |
Description | Once the Service Desk has changed the status of the incident ticket to ‘resolved’, the end-user has 5 working days left to re-open the ticket. After 5 working days, the ticket will be automatically set to the status ‘closed’. The end-user will not be able to re-open the ticket, and has to create a new incident ticket. |
I09. L2 needed?
Objective | To determine, after diagnosis (I05), whether the Service Desk can solve the incident or a L2-group has to manage the incident. |
Input(s) | Initial Diagnosed Incident Record |
Output(s) | Open, Categorized and Prioritized Incident Record |
Status | Work in Progress |
Description | If the Service Desk is able to solve the incident, the ticket will remain in the group and continue with I06. If Service Desk cannot resolve the incident, the ticket will be assigned to L2-group. |
I10. Assign incident to L2/L3
Objective | To assign the incident ticket to a L2/L3 group. |
Input(s) | Investigated and Diagnosed Incident Record |
Output(s) | Open, Categorized and Prioritized Incident Record |
Status | Work in Progress |
Description | Once the ticket is assigned to a L2/L3-group, the incident coordinator of that particular group has to manage this ticket, under control of the incident manager. |
I11. Investigate incident
Objective | To solve an incident, which could not be fixed by the Service Desk, as soon as possible. |
Input(s) | Investigated, diagnosed and documented Incident Record by Service Desk |
Output(s) | Open, Categorized and Prioritized Incident Record |
Status | Work in Progress |
Description | With the investigation and diagnosis of the Service Desk, the L2-group will further investigate the incident, with possible help of an L3-group (external party) |
I12. Change required ?
Objective | To determine whether a change is required to solve the incident. |
Input(s) | Documentation from Level 2/3 |
Output(s) | Fully Updated Incident Record |
Status | Work in Progress/On hold/ Awaiting change |
Description | After further investigation, the L2-group has to decide if a change is needed (functional or infrastructure related) to solve the incident. If not, the next step I13 is applicable, and the status remains ‘Work in Progress’. If yes, the change management process starts, and status is ‘On hold’, ‘Awaiting change’. |
I13. Incident resolved ?
Objective | To ensure that L2 was able to resolve the incident. |
Input(s) | Fully Updated Incident Record |
Output(s) | Updated Incident Record |
Status | Work in Progress/On hold, Awaiting problem |
Description | If the incident is solved, the incident ticket will be updated. If no change is required, but the incident is still not solved : problem management process starts the status is set to ‘On hold’, ‘Awaiting problem’ a workaround has to be found to solve the incident temporarily |
I14. Reassign ticket to Service Desk
Objective | To ensure that the solution is validated by the end-user. |
Input(s) | Fully Updated Incident Record |
Output(s) | Updated Incident Record |
Status | Work in Progress |
Description | When the solution (permanent or via workaround (I15) is applied, the incident ticket will be reassigned to the Service Desk, who will continue with step I07.. |
I15. Apply workaround
Objective | To ensure that L2 was able to resolve the incident. |
Input(s) | Fully Updated Incident Record |
Output(s) | Updated Incident Record |
Status | Work in Progress/On hold, Awaiting problem |
Description | If the incident cannot be solved permanently : A workaround has to be applied to solve the incident temporarily The ticket is reassigned to the Service Desk (I14) |