ITPD
PRODUCTION SUPPORT PROCESS
OCTOBER 8, 2008
Guiding Principles
RP&A is implementing a production support process to better meet
the following two objectives:
1. Support the business areas needs to execute transactions
and expand their ability to increase productivity and reduce
cost
2. Maximize effectiveness of every minute and resource spent
on support
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Critical Success Factors
Communication
Parties Involved:
Between business managers and IT managers
Between system users and IT support personnel
Within IT organization
Messages to be Communicated
Request for training / bug investigation & fix
Request for enhancements
Prioritization of enhancements
Status of support requests
Status of enhancements requests
Change in business IT needs
Delivery
Completing support and 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 and 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 and provide better visibility of ticket status
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Production Support Model
Level 1 End User Support
Training Material & Job Aids
Business Workplace
Functional Support
Key Users
Security Business Business Security Leads
Leadership Approvers
Incident Mgmt Tool template w/
required fields
Level 2 Production Support
Process Owners RP&A IT On-site Resources
Must understand area, scope, urgency
Onsite IT Liaisons
and completeness of request before
Production Support prioritization and assignment
(Level 2&3)
Level 3 Production Support
Role Maintenance
Central Security Role Assignment to Users
End User Support
(Level 1) Application Management
Technology Basis (Incl. Printer Fixes)
Operations Network Services
Technical Architecture
End Users
Central IT Support ITS Funct. Configuration Support
ITS RP&A Development
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Objectives of Level 2 Support
Ticket Resolution Efficiency
Resolve Quick Fix tickets expeditiously
Minimize handoffs
Eliminate tickets from falling through the cracks
Minimize need to circle back to collect more information
Facilitate Incident Management tool status to the user community
Provide perspective for resource needs and business priority
Knowledge Transfer
Build a broader and deeper understanding of the [project] solution
to facilitate support and implementation efficiency
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Level 2 Production Support
Level 2 Support by Location
Location 1 Name 1
Location 2 Name 2
Location 3 Name 3
Location 4 Name 4
Location 5 Name 5
Location 6 Name 6
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Level 2 Roles & Responsibilities
Review tickets as they are submitted by customers from a
respective location
Ensure the Incident Management tool tickets description,
Urgency, Type (team) is accurate
Resolve the ticket if possible to do so in <4 hours
Route ticket to appropriate group for assignment and prioritization
Keep customers apprised of ticket receipt and status
Business advocate for tickets in need of prioritization or resources
Serve as Level 3 support for resolving assigned tickets
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Level 3 Roles & Responsibilities
Resolve assigned Incident Management tool tickets
Ensure the Incident Management tool tickets description,
Urgency, Type (team), Reference, and Status of owned tickets is
correct at all times
Support and transfer knowledge to other Level 2/Level 3 resource
resolving Incident Management tool tickets
Communicate priority/time conflicts between Incident
Management tool tickets resolution, Incident Management tool
ticket support and other projects as the arise
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Service Level Guidelines
Urgency Description Response To Target Resolution
Customer with Time
Status
Critical Work Stoppage Phone call 1 Day (may be migrated
No work around outside of schedule)
$ at risk
High Time sensitive process 1 Business Day <10 Business Days
impaired (may be migrated outside of
Very difficult work around schedule)
Fix has strong Cost/Benefit
High business impact if not
resolved in 2 weeks
Medium Non-time sensitive impact 2 Business Days 30 - 90 Business Days
Work around available
Low Acceptable work around 2 Business Days >90 Business Days
Low $ risk
Fix has low Cost/Benefit
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Production Support Meeting Objectives
Agenda
1. Review metrics of Open/Closed tickets by Team, Location & Status
2. Identify Active & Planned tickets that are past due and/or in
need of additional resources
3. 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
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Stakeholder Meeting Objectives
Agenda
1. Review metrics of Open/Closed tickets by Team, Location & Status
2. Identify Active & Planned tickets that are past due and/or in
need of additional resources
3. Balance work load across production support team. Assign new
Planned tickets
Attendees
Production support management resources and Stakeholders
Reports
Tickets by Team/Priority/Status
Tickets by Team/Owner
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Next Steps.
Update Incident Mgmt Tool Tickets by [time]
We need everybodys help updating the Type, Urgency, Reference and
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
for resolving the ticket
Status = Please reference flow on last slide of this deck
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Production Support Flow
Status: New New, Assigned, In Assigned, Closed, Stakeholder Assigned, In Ready for Functional Test,
Process, Closed Pending Stakeholder Review, Process, Ready Development, In QA, Ready for
Review Assigned for Developer, Development, Production
QA, Ready for Functional Test
Activity: Production
Completes
Resolution
Reviews Incident Mgmt
Created Ticket for designated Reviews tickets.
Incident Validates Priority. Completes Approve.
location. Update key Config/ Request
Mgmt Ticket fields. Establishes initial Balance Level 3
via email Workload. Testing Migration
Priority. May close ticket.
Complete Completes Approve.
Design Programming/ Request
Unit Test Migration
Prioritizes Approves
tickets Prioritization
Role: Customer Level 2 Functional Leads Stakeholder CCB Security / Developmen Functional
Review Functional / t Approval
Basis (Level 3)
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Contact Information
For additional information on this process, please contact
Contact Name Email Phone
Primary Steve Keane nskeane@uchicago.edu 773-203-4486
Secondary Deneeta Pope T-9dpope@uchicago.edu 773-702-8869
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