ITPD PRODUCTION SUPPORT PROCESS OCTOBER 8, 2008 Guiding Principles Support the b

ITPD PRODUCTION SUPPORT PROCESS OCTOBER 8, 2008 Guiding Principles Support the b www.phwiki.com

ITPD PRODUCTION SUPPORT PROCESS OCTOBER 8, 2008 Guiding Principles Support the b

O’Donnell, Tricia, Contributing Editor has reference to this Academic Journal, PHwiki organized this Journal ITPD PRODUCTION SUPPORT PROCESS OCTOBER 8, 2008 Guiding Principles Support the business area’s needs to execute transactions in addition to exp in addition to their ability to increase productivity in addition to reduce cost Maximize effectiveness of every minute in addition to resource spent on support RP&A is implementing a production support process to better meet the following two objectives: Critical Success Factors Communication Parties Involved: Between business managers in addition to IT managers Between system users in addition to IT support personnel Within IT organization Messages to be Communicated Request as long as training / bug investigation & fix Request as long as enhancements Prioritization of enhancements Status of support requests Status of enhancements requests Change in business IT needs Delivery Completing support in addition to enhancement requests in expected timeframe/sequence of priority

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Key Changes The process will be implemented in two phases: Phase 1 Redefining production support processes Realigning the support personnel in addition to their responsibilities Defining or modifying the Incident Management tool to support the process. Phase 2 Enhancing the Incident Management tool to better support the process in addition to provide better visibility of ticket status Production Support Model Central IT Support Security Business Approvers Onsite IT Liaisons Level 1 End User Support Level 2 Production Support Level 3 Production Support Technology Operations Application Management Basis (Incl. Printer Fixes) Network Services Technical Architecture RP&A IT On-site Resources Must underst in addition to area, scope, urgency in addition to completeness of request be as long as e prioritization in addition to assignment Key Users Functional Support Business Security Leads Incident Mgmt Tool template w/ required fields Business Workplace Training Material & Job Aids ITS Funct. Configuration Support ITS RP&A Development Central Security Role Maintenance Role Assignment to Users Objectives of Level 2 Support Ticket Resolution Efficiency Resolve “Quick Fix” tickets expeditiously Minimize h in addition to offs Eliminate tickets from “falling through the cracks” Minimize need to circle back to collect more in as long as mation Facilitate Incident Management tool status to the user community Provide perspective as long as resource needs in addition to business priority Knowledge Transfer Build a broader in addition to deeper underst in addition to ing of the [project] solution to facilitate support in addition to implementation efficiency

Level 2 Production Support Level 2 Roles & Responsibilities Review tickets as they are submitted by customers from a respective location 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 as long as assignment in addition to prioritization Keep “customers” apprised of ticket receipt in addition to status Business advocate as long as tickets in need of prioritization or resources Serve as “Level 3” support as long as resolving assigned tickets Level 3 Roles & Responsibilities Resolve assigned Incident Management tool tickets Ensure the Incident Management tool ticket’s description, Urgency, Type (team), Reference, in addition to Status of “owned” tickets is correct at all times Support in addition to 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 in addition to other projects as the arise Service Level Guidelines Production Support Meeting Objectives Agenda Review metrics of Open/Closed tickets by Team, Location & Status Identify “Active” & “Planned” tickets that are “past due” in addition to /or in need of additional resources Balance work load across production support team. Assign new “Planned” tickets Attendees Production support team Reports Tickets by Team/Priority/Status Tickets by Team/Owner Stakeholder Meeting Objectives Agenda Review metrics of Open/Closed tickets by Team, Location & Status Identify “Active” & “Planned” tickets that are “past due” in addition to /or in need of additional resources Balance work load across production support team. Assign new “Planned” tickets Attendees Production support management resources in addition to Stakeholders Reports Tickets by Team/Priority/Status Tickets by Team/Owner Next Steps . Update Incident Mgmt Tool Tickets by [time] We need everybody’s help updating the Type, Urgency, Reference in addition to Status of all the Incident Mgmt Tool tickets you own. Type = Team Urgency = See guidelines in this deck Reference = only the last name of the person “ultimately” responsible as long as resolving the ticket Status = Please reference flow on last slide of this deck Production Support Flow Contact In as long as mation For additional in as long as mation on this process, please contact O'Donnell, Tricia Bon Appétit Contributing Editor www.phwiki.com

O’Donnell, Tricia Contributing Editor

O’Donnell, Tricia is from United States and they belong to Bon Appétit and they are from  Los Angeles, United States got related to this Particular Journal. and O’Donnell, Tricia deal with the subjects like Cooking; Food

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