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Escalation Process with Training and Enforcement

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Escalation Process with Training and Enforcement

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Ensure there is an escalation process and attempt. Hopefully with enough training and enforcement, there would be little to no exceptions.

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-         Educate clients about response times. If an issue does not directly equate to a monetary value, then 3-4 days response should be expected. If issue is about money (i.e., tuition fees etc.) then 1-2 days depending on the situation.

-         Gradually educate the college community that “if it is not in SNOW, it will be SLOW”. This will encourage clients to submit their ticket requests in SNOW rather than contact Tier 3 support directly.

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-          Since Big Brother is a system/network monitoring tool, can it be confirmed if it is possible to expand the features to include application monitoring.

-          If BB is not designed to monitor application performance then we should look into either developing an in-house application performance monitoring system or go for an off-the-shelf product that could be configured to suit our requirements. This ‘system’ should be able to provide an automatic quality check (QA/Response Test) as well as constant monitoring of the college’s critical business/application systems as this will enable IT to be more proactive &  have quick response times resulting to lesser SNOW tickets and satisfied clients.

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Provide clients with some visibility to work queues so that they can see where they are in the queue with a general indication of when their issue will be addressed.

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Service areas to establish regular communications and follow up if there is any unforeseen delay.

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Conduct daily systems and services health check and publish on a dashboard displaying all critical systems and services showing availability.

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Clear and concise alerts triggered by events are sent to proper stakeholders. Alerts should be unique and easily and alarmingly clear and not too many to be buried among the amount of emails we get daily.

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Do you have a standard message that can direct folks to Client Services?

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Do you have a standard message that can direct folks to Client Services?

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Work to build out the specific types of service requests that exist and work to socialize the link to our service request submission process.

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Have we looked at Dynatrace? Let's make the business case for it (or similar) in the next fiscal year.

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Have we looked at Dynatrace? Let's make the business case for it (or similar) in the next fiscal year.

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Service requests can be directed to the EAG team / SRIF form in Qualtrics (eventually, ServiceNow form). Incidents can be directed to the incident reporting "get help" form in ServiceNow. For other more general business problem solving support, can direct to EAG to provide a consultation.

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Service requests can be directed to the EAG team / SRIF form in Qualtrics (eventually, ServiceNow form). Incidents can be directed to the incident reporting "get help" form in ServiceNow. For other more general business problem solving support, can direct to EAG to provide a consultation.

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Help them out initially, setting expectation that the next time would be via ServiceNow and in expected/agreed upon timelines.

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Email Auto-replies / Statements to Emails

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Email Auto-replies / Statements to Emails

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Consider setting up auto-replies for each developer's email that indicates that the first point of contact should be IT Service Desk and provide a link to the self-service portal and indicate this is the only means of submitting a request/incident. Or if auto-replies are too much perhaps everyone in IT could add a message to their signatures indicating the appropriate method of ticket creation...or maybe if there is a way to have a Banner on all tier 1-3 emails that further highlights the process for submitting tickets

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Joint Infrastructure DevOps Monitoring System

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Joint Infrastructure DevOps Monitoring System

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2. ITI and DevOps for a joint team that can look for a system that can monitor systems all the way from the network up to the code level.

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If we have systems in place for better system monitoring (item 2) and then reach out proactively to the system owners you could cut down on the calls from item 1.

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As mentioned by others train the users to report to SNOW but have the tier 3 support reach out to the owners to indicate that they have the ticket so they are ensured the ticket reached the right person.