Celil çiynekli

Incident Management Process Description Process Owner Process Category M.Özkaraca G.Bahceli Ö.Çetinoğlu Aim Scope S R C Document Code Service Operation Processes KS.OLY.SRC Interruption and decrease in service quality that will occur in the service offered to customers and the problems experienced in the components involved in the provision of these services; to ensure that the customer returns to the normal service level as soon as possible, to minimize the impact on the customer business process, and to keep the service level and quality at the highest level while providing this. In all business units producing Products/Solutions/Services, - Incident records opened from systems through management software according to defined criteria - Incident calls opened for problems that cannot be detected through management software - Problem calls reported from the Customer or Business Partner It will be covered as part of the Incident Management Process. Policies Process Start Criteria Event records opened according to criteria by monitoring management software, Planned request calls opened for improvements to be made before problems occur, Reported problem calls from the customer. Process Inputs Process Main Activities Process Outputs The one who does the work (Responsible (D) mentioned (R)reported Call Detection and Recording of the Incident: event log The Team Answering the Call, S: Manager of the Answering Team, Customer, Customer manager, Problems or potential problems are determined. Incident record is created at the service desk, including all necessary information. Case Management Tools Case Management Tool Manager D:Customer, Responsible for Case Detected System R:Customer, Responsible for Case Detected System event log Classification: Classified Event log An appropriate classification code is assigned, the exact type of call is recorded. The Team That Answers the Call S: Manager of the Answering Team D:Event Manager R: Classified Event log Prioritization: Prioritized Event logging The Team That Answers the Call An appropriate priority code is allocated. According to each priority code, how the S: Manager of the Answering Team D:PY, BRM, First Release Revision Prepared / Revised Celil Ciynekli Celil Ciynekli Date / Revision No - v1 - v1.1 Approvers Ali Ayhan Erlik, Mehtap Ozkaraca Ali Ayhan Erlik, Mehtap Ozkaraca It is KoçSistem “In-House” Confidential Information. 1/3 Referenced Standards Incident Management Process Description Process Owner Process Category M.Özkaraca G.Bahceli Ö.Çetinoğlu S R C Document Code Service Operation Processes KS.OLY.SRC event will be handled is defined. Customer R: Prioritized Event logging First Response and Research: Updated Event log The Team That Answers the Call Diagnosis is made to discover event findings. If possible, the issue is resolved at this stage. For the resolved events, the "Analysis" step and its continuation are executed. event log Functional and Hierarchical Escalation: When the Service Desk is unable to resolve the incident, it is promoted to a higher technical tier (functional) for further technical support. When incidents become critical or require more authority/resources, relevant managers are informed (hierarchical). event log, Research and Diagnosis: Past Event/Problem records, The problem is investigated and diagnosed. Known Bug Database, Knowledge Database S:Manager of the Answering Team D:Customer R:Customer Updated Event log The Team Answering the Call, Technical Staff, supplier S:Manager of the Answering Team/ The Team That Answers the Call D:Incident Manager, Problem Manager R:Related Operations Manager, Relevant Senior Managers Updated Event log The Team Answering the Call, Technical Staff, supplier S:Manager of the Answering Team/ The Team That Answers the Call D:Relevant Technical Personnel R: event log Resolution: Updated Event log, The Team RFC Answering the Call, Once a potential solution is identified, the Technical Staff, solution is implemented and tested. The Customer accuracy of the solution is guaranteed. S:Manager of the Answering Team/ The Team That Answers the Call D:Relevant Technical Personnel R:Customer event log Closing the event: After making sure that the event is resolved and the user/customer is satisfied with the solution, the event record is closed by checking the accuracy of the information on the event Closed Event Log, Customer Satisfaction Survey The Team Answering the Call, Customer S:Manager of the Answering Team D:Customer R:Customer First Release Revision Prepared / Revised Celil Ciynekli Celil Ciynekli Date / Revision No - v1 - v1.1 Approvers Ali Ayhan Erlik, Mehtap Ozkaraca Ali Ayhan Erlik, Mehtap Ozkaraca It is KoçSistem “In-House” Confidential Information. 2/3 Referenced Standards Incident Management Process Description Process Owner Process Category M.Özkaraca G.Bahceli Ö.Çetinoğlu S R C Document Code Service Operation Processes KS.OLY.SRC log (categories, history, etc.). Closed Event Log, Customer Satisfaction Survey Measurement and Reporting: Reports Event Manager Monthly reporting is done on KPIs, trend analysis is done on event records. S:Event Manager's Manager D: Teams Answering Calls R:Related Managers, BRM, Customer Process Ending Criteria Informing the customer that the incident has been resolved. (In agreement with the customer, the event call is automatically closed in cases where there is no customer objection and no return.) Process Critical Success Factors Performance Indicators The proportion of calls resolved by the responding team (without Escalation). Ensuring a return to normal service level as soon as possible Average incident response time per incident record of the responding team (based on customer, technical groups). Average incident resolution time per incident record of the responding team (based on customer, technical groups). Minimizing the impact on the customer business process Compliance with incident resolution SLA times. efficiency in incident resolution The ratio of events resolved at the desk to all events. (On customer basis, on technical group basis). Appropriateness of the competency level of the personnel who answer the calls The ratio of the number of event records escalated to all events. (On customer basis, on technical group basis). Preventing temporary calls Ratio of event records not associated with the configuration unit to all event records. (On customer basis, on technical group basis). Process Control Points Having an event log in the Service Management application. A functioning SLA duration for each event call must be defined in the Service Management application. The customer is informed that the event/request record is opened/closed approval is received/closed. (manual or automatic) According to the priority of the call, controls are made regarding the event/request records that are not resolved within the time specified within the scope of the SLA. Monthly call statistics are reviewed by the Event Manager. The measures to be taken are determined. Reports are made according to the created event categories and these results should be interpreted and necessary improvements should be made. First Release Revision Prepared / Revised Celil Ciynekli Celil Ciynekli Date / Revision No - v1 - v1.1 Approvers Ali Ayhan Erlik, Mehtap Ozkaraca Ali Ayhan Erlik, Mehtap Ozkaraca It is KoçSistem “In-House” Confidential Information. 3/3 Referenced Standards