Incident Quality
Definitions
Business Excellence
Managed Services Centre
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6.1 Reiteration of the user's issue.
6.2 The agent attempted to determine the root cause of the problem
7.1 Justification for referral
8 Customer Satisfaction Verification (CSV) Obtained
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 :
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:
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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>
Example
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.
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
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.
- Helps local support respond appropriately.
- 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
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:
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
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?
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:
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."
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?
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.
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.
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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