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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