Pro24

Introduction #

This document outlines the standard operating procedures for managing both IT Incidents and Service Requests. The purpose of this procedure is to ensure that all IT-related issues and requests are handled in a consistent, efficient, and transparent manner.

1. Incident Management #

An Incident is defined as an unplanned interruption to an IT service or a reduction in the quality of an IT service. The primary goal of Incident Management is to restore normal service operation as quickly as possible and minimize the impact on business operations.

Procedure Steps: #

1. Detection and Logging:
   • An incident is detected by either an end-user reporting it via a designated channel (e.g., helpdesk portal, phone, email) or by an automated monitoring system.
   • The incident is immediately logged in the ticketing system, capturing essential information such as the reporter, a detailed description of the issue, and the time of reporting.
2. Classification and Prioritization:
   • The incident is classified by the service desk agent based on its type (e.g., hardware, software, network).
   • A priority level is assigned based on the incident’s Urgency (how quickly the business requires a resolution) and Impact (the extent of the potential damage caused by the incident).
   • Priority levels typically range from P1 (Critical) to P4 (Low).
3. Investigation and Diagnosis:
   • The service desk agent or a designated technician begins investigating the root cause of the incident.
   • This may involve troubleshooting, gathering more information from the user, and consulting knowledge base articles.
4. Resolution and Recovery:
   • Once a solution is found, the technician implements the fix. This could be a workaround or a permanent solution.
   • The technician confirms with the end-user that the service has been restored to normal operation.
5. Closure:
   • After the user confirms the resolution, the incident ticket is closed.
   • The resolution details and a summary of the steps taken are documented in the ticket for future reference.

2. Service Request Management #

A Service Request is a formal request from an end-user for information or a standard service. This is a pre-approved, non-urgent process for fulfilling user needs.

Procedure Steps: #

1. Request Submission:
   • The user submits a request through the designated service catalog portal.
   • The request form should capture all necessary information for fulfillment (e.g., software access, new hardware, password reset).
2. Request Fulfillment:
   • The request is automatically routed to the appropriate team or individual based on the service catalog item.
   • Fulfillment can be a single-step or multi-step process, potentially involving multiple teams (e.g., IT, HR, Facilities).
3. User Notification:
   • The user receives automated updates at key stages, such as submission, approval, and completion.
4. Closure:
   • Once the service has been successfully provided and confirmed, the request ticket is closed.
   • The user may be prompted to provide feedback on the process.

3. Key Differences Between Incidents and Service Requests #

Feature	Incident Management	Service Request Management
Purpose	To restore a broken or degraded service.	To fulfill a user’s request for a standard service.
Nature	Reactive, unplanned.	Proactive, planned.
Urgency	Often urgent, with a focus on quick resolution.	Non-urgent, follows a pre-defined process.
Example	A server outage or a crashed application.	Requesting a new laptop or access to a new application.

4. Roles and Responsibilities #

• End-User: Reports incidents and submits service requests.
• Service Desk: Acts as the single point of contact for all IT issues and requests. Responsible for logging, initial classification, and first-line resolution.
• Technical Teams: Investigates and resolves complex incidents and fulfills service requests that require specialized knowledge.
• IT Management: Oversees the entire process, monitors key performance indicators (KPIs), and ensures proper resource allocation.