ITPDPRODUCTION SUPPORT PROCESS

OCTOBER 8, 2008

2 04/20/23

Guiding Principles

1. Resolve production issues in a timely and effective

manner

2. Manage application (maintenance, backups, etc)

3. Implement new releases (enhancements, upgrades)

The IT production support process has three main

objectives:

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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 and fix• Prioritization of enhancements• Status of support requests• Status of enhancements requests• Change in business IT needs

Delivery • Complete support and enhancement requests in

expected timeframe/sequence of priority

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Production Support Model

Production Support(Level 2&3)

End User Support(Level 1)

End Users

Leadership

Process Owners

Vendor Support

Security Business Approvers

IT FunctionalResources

Level 1 End User Support

Level 2 Production Support

Level 3 Production Support

Technology Operations

• Application Management• Issue Resolution• Network Services• Technical Architecture

• Role Maintenance• Role Assignment to Users• Prioritize Fixes and

Enhancement Requests• Maintain Knowledgebase

articles and FAQs

Key Users

Business Workplace • Training Material and Job Aids

• Functional Support• Approve Security Access• Approve Enhancement

Requests• Ticket Status and Escalation

• Issue Resolution• Configuration

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Objectives of Level 2 Support

Issue Resolution Efficiency• Prioritize issues and resolve functional issues• Issue Management and escalation• Maintain security roles and grant access• Create Knowledgebase articles and FAQs

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 and prioritize tickets as they are submitted

• Ensure the Incident Management tool ticket’s description, Urgency, Type (team) is accurate

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

• Route ticket to appropriate group for assignment

• Keep users apprised of ticket receipt and status

• Business advocate for tickets in need of prioritization or resources

• Liaison between users, Level 1 and 3 support

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Level 3 Roles & Responsibilities

• Resolve issues

• Update the Incident Management tool ticket’s description, Urgency, Type (team), Reference, and Status

• Support and transfer knowledge to other Level 2/Level 3 resource resolving Incident Management tool tickets

• Communicate priority/time conflicts between Incident Management tool ticket’s resolution, Incident Management tool ticket support and other projects as they arise

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Service Level Guidelines

Urgency

Description Response To User 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

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Production Support Meeting Objectives

Agenda1. Review metrics of Open/Closed issues by priority and

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

AttendeesProduction support team

ReportsOpen Issues by Priority/Status

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Production Support Flow

 

 

Activity:

Completes Resolution

Create Incident Mgmt Ticket via email

Review Incident Mgmt Ticket for designated location. Update key fields. Establishes initial Priority. May resolve ticket.

Reviews tickets. Validates Priority. Balance Level 3 Workload. May resolve ticket

Completes Config/

Testing

Approve. Request

Migration

Complete Design

Completes Programming/

Unit Test

Approve. Request Migration

Role: User Level 1 Level 2 Level 3 Development

Functional Approval

Status: New New, Assigned, In Process, Closed

Assigned, Closed, Pending Stakeholder

Review

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

Production

Ready for Development, In Development, Functional Test

Functional Test, QA, Ready for

Production

12 04/20/23

Contact InformationFor additional information on this process, please contact…

Contact Name

Email Phone

Primary

Secondary