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Incident Quality

managements


Incident Quality

Definitions



Business Excellence

Managed Services Centre

Amsterdam

Copyright Unisys Corporation
All rights reserved.
Unisys is a registered trademark of Unisys Corporation.

NO WARRANTIES OF ANY NATURE ARE EXTENDED BY THIS DOCUMENT. Any product or related information described herein is only furnished pursuant and subject to the terms and conditions of a duly executed agreement to purchase or lease equipment or to license software. The only warranties made by Unisys, if any, with respect to the products described in this document are set forth in such agreement. Unisys cannot accept any financial or other responsibility that may be the result of your use of the information in this document or software materi 11211p159l al, including direct, special, or consequential damages.

You should be very careful to ensure that the use of this information and/or software material complies with the laws, rules, and regulations of the jurisdictions with respect to which it is used.

The information contained herein is subject to change without notice. Revisions may be issued to advise of such changes and/or additions.

TOC \o "1-3" \h \z

Caller Fields PAGEREF _Toc134522961 \h 4 08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100330034003500320032003900360031000000

Initial Description PAGEREF _Toc134522962 \h 6 08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100330034003500320032003900360032000000

Correct SLA PAGEREF _Toc134522963 \h 7 08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100330034003500320032003900360033000000

5 Correct referral-N/A PAGEREF _Toc134522964 \h 8 08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100330034003500320032003900360034000000

6.1 Reiteration of the user's issue. PAGEREF _Toc134522965 \h 9 08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100330034003500320032003900360035000000

6.2 The agent attempted to determine the root cause of the problem PAGEREF _Toc134522966 \h 10 08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100330034003500320032003900360036000000

7.1 Justification for referral PAGEREF _Toc134522967 \h 11 08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100330034003500320032003900360037000000

7.2 Resolution Details PAGEREF _Toc134522968 \h 12 08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100330034003500320032003900360038000000

8 Customer Satisfaction Verification (CSV) Obtained PAGEREF _Toc134522969 \h 13 08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100330034003500320032003900360039000000

Caller Fields

What? The agent captured the user's complete contact information.

How? By capturing the user details as described below.

Name: Last Name, First Name

Phone: Telephone numbers must be present and have the country and area code

(Example) 0 9931 509 118 or +44 9931 509 118

Location: City

Language: language in which call was handled (note that default is English)

Fields with -GET INFO" should have contact information somewhere in the incident.

There may be additional contact information which also has to be captured. If for any reason the information cannot be collected or verified, an explanation must be provided in the work log in order for the agent to receive a Yes.

When? - On all incidents/tickets raised by the service desk

Why? -To ensure :

  • the Service Desk has accurate user details
  • user can be located and contacted quickly  
  • the location information accurately influences resolver group routing
  • the user can be reached for satisfaction surveys
  • assists resolver group in knowing which language will be used with the user

Exceptions:

None

Assessment:

Y or N or NA

2 Coding Field

What? The agent must choose coding fields that reflect the issue as described in the work log

How? Agents choose the appropriate coding from the Service Centre tiered fields as indicated by the HelpFile, and by capturing all FCF opportunities, ticking the appropriate box.

When? - For all new incidents/tickets raised by the service desk

Why?

Helps identify in/out of scope products

Facilitates trend analysis, FCF analysis and proactive problem management

Exceptions:

None

Assessment:

Y or N

Example:

Category

Software

Subcategory

Shrink wrap

Product type

Nortel VPN Client

Problem type

How To

3 Initial Description

What? - The agent accurately describes the problem (as stated by the user), summarized.

How? By providing a summary statement of the problem the user is having: what the specific error message or symptom is, what application/server/etc is involved, etc. Words like "problem" or "issue" should be avoided.

For Password reset : user requested password reset for <name of product>

  • The product and problem in the initial description must mach the issue documented in the work log
  • Agent must document the issue not the resolution
  • In the event this is not a FCF, the agent may update the "Incident Title" field with the following information: details of agent's next follow-up actions and the time or date action will be taken.

Example

    • For instance: will call client the 24th for CSV
    • Or: Will contact resolver to chase solution today at 16:00
    • This will have to happen at least once a day and as long as the incident is open.

When? - On all new incidents/tickets raised by the service desk

Why?

Previews the problem or issue

Facilitates trending/proactive problem management

Helps the resolver teams by being able to assess 'at a glance' what issues are in their incident queue.

Exceptions:

none

Assessment:

Y or N

Example:

"Excel 2000: starting Excel causes Dr. Watson error".

Pc-Will not boot

Domain Account -Locked

Domain Account - Password forgotten

Operational Notes:

The Initial Description may not always be accurate since it is usually based on the user's assessment, and not the agent's. Therefore it must only be completed in the format stated, and subject to being corrected in the work log.

Correct SLA

What? - For all manual overrides to the Severity on Service desk resolvable incidents, agent required to document that approval was obtained from Incident Management, Supervisor and/or Mentor.

How? By capturing in the work log who has authorized upgrading the severity to 1 or 2 in ServiceCenter.

When? - When, upon receiving authorization to do so, a manual override is performed by the agent in ServiceCenter.

Why?

- Allows the problem to be set at client corporate needs.

- Avoids unnecessary focus of resources allocated for high severity incidents.

Exceptions:

FCF

When default severity is selected.

Severities 3, 4 or 5.

Assessment:

Y or N or NA

Example:

The severities are mentioned in the Help File. Sev 1 or 2 must be confirmed by the  approval from Mentor/Sup/Incident management

5 Correct referral-N/A

What? - The agent provided HelpFile documentation supporting resolver group selection.

How?

When?

Why?

Provides the necessary communication and audit trail for referrals.

Exceptions:

First call fixes

Assessment:

Y or N or NA

Example:

6.1 Reiteration of the user's issue.

What? The agent is expected to reiterate what the user's perceived issue is. This must be documented in the work log , not just the Initial Description field

How? The agent must document the caller's perceived issue in the work log

There must be sufficient information in the work log, if no or insufficient information is provided the N will be returned

When?

For all new incidents/tickets raised by the service desk

Why?

Provides a receipt of services rendered

Increases agents understanding of the problem

Facilitates incident audits: clients may solicit third parties to check incidents

Exceptions:

If the user will not co-operate or give basic problem or product details .Agent must have this documented in the work log that no further information could be obtained

Assessment:

Y or N

Example:

According to user, his Lotus Notes cannot be replicated after he reinstalled Microsoft Office."

User reported he needed his Windows password resetting, user forgot his password

6.2 The agent attempted to determine the root cause of the problem

What? The agent attempted to determine the root cause of the problem

How?

An agent should be asking simple and progressive questions in order to establish what the problem is and the root cause. The agent should ask questions such as:

Is this a regulated system?

Any error message?

Are you using your own PC?

Can you use a workaround?

Has it happened before?

Is anybody else affected?

What is your estimate of how many other people are affected?

What is the context of the problem?

What is the problem with the product?

What is it (or is it not) doing?

What is the product?

When did it last work?

Have you installed or removed any software/hardware?

Agents should establish whether the call is related to any current known outages.

Root cause information should be placed in the work log.

When? - On all new incidents/tickets raised by the service desk where diagnosis of the issue is required and possible

Why?

  • Improve FCF performance
  • Ensure root cause analysis / correct diagnosis
  • To paint the bigger picture which will aid troubleshooting
  • Quicker for the user (in the long run).

Exceptions:

When a support rep or resolver calls and just wants to dictate what needs to go into an incident.

If user declines to troubleshoot or answering the questions. This must be documented in the work log.

Request for information (query)

If user requests services in violation with BD policy (e.g., password resets on behalf of another user). Such examples must be documented in the work log.

Request for password reset

Assessment:

Y or N or NA

Example:

7.1 Justification for referral

What? Justification for referral of in-scope incidents.

How? For in-scope incidents the agent must show in the work log what resources were used to make the decision to refer, and who (Mentor/Supervisor etc.) authorized referral.

When?

For all referred in-scope incidents.

When the user declines to troubleshoot. Must be documented to receive 'Yes'.

Why?

Makes it clear that agent tried everything in his power to resolve the caller's issue

- Exhaust all possible troubleshooting and root causes.

- Identify training requirements

- Identify issues that we can not fix remotely

- Improving scope of what we can fix.

- Identify web Knowlix articles/web updates needed. Knowlix number documented in work log

- Generally improve agent Knowledge and information available to the desk

Exceptions:

For FCF

When the issue is out of scope

Assessment:

Y or N or NA

Example:

"User declined to assist in troubleshooting and requested deskside support. I was unable to convince user that I may be able to resolve problem."

7.2 Resolution Details

What? The agent entered the details of the resolution in the appropriate field. 

How? By stating in the resolution field who and what solved the problem. Emails from the Service Desk to users, pasted into work log, are also acceptable.

When?

After confirming with the user that the issue has been resolved and the user is happy for the incident to be closed.

Why?

  • Allows trending
  • Improves knowledge base for both Unisys and the client
  • Allows us to resolve repeat issues faster

Exceptions:

Referred incidents

Assessment:

Y or N or NA

Example:

After callback: "I guided user through reinstalling her printer driver and this solution restored her ability to print."

Operational Note:

Emails pasted into work log reflecting these details are acceptable.

8 Customer Satisfaction Verification (CSV) Obtained

What? - The agent carried out Customer Satisfaction Verification (CSV) Must show that the reported problem was resolved and the resolution was confirmed with the caller

How? If caller reported a fault and the agent was able to fix the problem for the caller, the CSV should be written as a statement that is a reversal of their initial issue. It must be clear that the caller is now able to do what they couldn't do before:

Example ,if the caller's issue is documented as "User unable to access inbox "the CSV should be documented as "User can now login "Or "User logged in ok, etc.

CSV 's such as "tested ok", User happy with info provided ,CSV obtained are not sufficient

For BD CSV can be   placed in the resolution field or in work log

When?

After providing a solution.

Why?

To confirm problem resolution and client satisfaction

Exceptions:

Referred incidents.

  1. When caller can not test the resolution during the call (this must be documented in the work log) Password resets:
    1. Communicated by email
    2. Sent to user's manager
    3. Communicated by phone

Assessment:

Y or N or NA

Example:

"I asked the user to access the data he could not access previously, and he verified that it's now working. User agrees that issue is resolved and to close incident."

Operational Note:

Emails pasted into work log requesting feedback from user and then closed without response are acceptable, and will receive Yes.


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