Process activity steps

I01. 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)