Major Incident Management (Systemwide)

  Overview: 

As the Service Desk begins to spot a trend with particular tickets being reported, this process is intended to guide anyone on the Service Desk to begin the Major Incident Management process. Areas of focus are listed below:

Description of issue trend, and tickets that might pertain to a larger issue
Tracking Ticket creation (ticket used to summarize the event and to associate individual tickets to it)
Placing an announcement in Fresh Service
Contacting the Product Manger (to coordinate the SwinNet BTech alert and get the right BTech and vendors together)
Escalating to the appropriate team
Customer communications

 
Troubleshooting/Installation/Process steps: 

At first sign of a possible issue trend (3+ similar tickets) place a team note on what you are seeing in the Service Desk Teams site, under the Daily Trending Issues channel.
Create a new Incident, with a description that states what the customer impact issue is. This ticket should have the following key items updated:

Clear description of issue in the Subject Field
Change the “Tracking Ticket” field in the ticket from No to Yes
Once the above is updated it will send a heads-up email to key leadership that there might be a possible Major Incident
Be prepared to update the issue
Communicate to the Service Desk Team in the Daily Trending Issues the new tracking ticket number to associate any new incidents
Associate all other related incidents to this tracking ticket and move into the Systemwide Agent Group
Coordinate who will update the Fresh Service Announcement Page (Jason, Scott, Robert, Aaron)
Contact the Product Manager of the affected product – see Products and Services catalog
The Product Manager should be able to update the BTech Alert page on SwinNet
They can also engage the necessary BTech teams and vendors to work towards a resolution

Once the issue has been resolved, update the tickets and customers
Close the tickets
Remove the Fresh Service and BTech alert page once you believe that content is no longer needed to deflect possible tickets