Incident Ownership and CommunicationsPolicy

Version Version 4.3

TRIM file numberShort description DIT Incident Ownership and Communications Policy

Relevant to Incident and Request Management

Approved by Executive Director,

Division of Information Technology

Responsible officer Executive Officer of Information Technology

Responsible office Office of Executive Director of Information Technology

Date introduced 1 March 2010

Date(s) modified 4 November 201111 April 201229 September 201430 September 2016

Next scheduled review date

30 September 2019

Related legislationKey words

ContentsIntroduction.........................................................................................................................1Scope.................................................................................................................................1

Definition of an Incident..................................................................................................1Timing................................................................................................................................ 1Responsibilities..................................................................................................................1Method...............................................................................................................................2

Incident Handling Procedure..........................................................................................2Incident Ownership........................................................................................................2Communication..............................................................................................................2Process Flow.................................................................................................................3Incident Handling Workflow Diagram.............................................................................4Workflow Steps Definitions.............................................................................................5

Response....................................................................................................................5Incident process..........................................................................................................5Response levels/times................................................................................................7With Customer............................................................................................................8With 3rd Party..............................................................................................................9Entering Time Spent...................................................................................................9Re-assigning Incidents..............................................................................................10Resolving Incidents...................................................................................................10Re-Opening Incidents................................................................................................10Note in Incidents.......................................................................................................11

Incident Prioritisation........................................................................................................12Overview......................................................................................................................12Prioritising by Incident Type.........................................................................................12

Appendix.......................................................................................................................... 13Escalation process of suspected outage or disruption.................................................13Teaching space & High Priority VC calls procedure.....................................................14

Service Desk Procedure............................................................................................14Personal Computing Procedure................................................................................15

Document Revision..........................................................................................................16

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1. Introduction

This document has been developed to guide staff of the Division of Information Technology (DIT) and partner Divisions using the DIT ITSM tool (LANDesk), with the ownership, communications and handling of an incident raised by clients. This is to ensure there is an effective response, escalation, investigation, resolution and communication carried out during the incident lifecycle.

2. ScopeThis document defines the communication process and steps required to ensure an incident is acted on as quickly as possible to restore normal operation and minimise the adverse impact on business operations.

Definition of an IncidentAn incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. We also use incident handling to respond to requests such as access to a system or service and to provide task assignments to staff.

Where an incident has a high impact and urgency on clients being affected, IT support staff will then need to refer to the Significant/Critical Incident procedure to execute the required response.

3. TimingEffective from the date of this Policy creation.

4. Responsibilities

All staff within DIT and support partners are to adhere to the Incident Handling Procedure. Team Leaders and Managers of relevant sections are to ensure staff in their teams are conversant with this procedure.

Clients will be able to see all information regarding their incident through Online Self Service, therefore all support staff have the responsibility of ensuring their language is professional.

Incidents flow between support teams in Landesk in the following manner:

1st Tier: Service Desk

2nd Tier: Infrastructure and Client Services Applications and Integration Technology ProjectsShared Business Services Division of Student Learning (DSL) FinanceResearch OfficeDivision of Student Administration (DSA) Web Strategy Office (WSO)

Vendor

Information and feedback can flow between any of the teams using the processes defined within those teams as well as between any of the teams and a vendor.

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5. MethodIncident Handling ProcedureThis incident handling procedure outlines how an incident should be handled by DIT and support staff from client escalation to resolution covering:

- Ownership of an Incident- Communication to and from the client- Incident process flow through Landesk

Incident Ownership

The owner of an Incident is determined by whichever DIT or support staff member it is assigned to in Landesk at that time.

The Incident owner is responsible for any communication with the client.

The staff member becomes the owner of an Incident at the time the Incident is assigned to them. Ownership remains with the assigned analyst until such a time as the incident/request is resolved or re-assigned to another analyst.

Communication

The incident owner is responsible for communicating with the client. The first preference for communication is via the phone. If the client does not answer, a voicemail message must be left with an email sent from the ‘With Customer’ template in LANDesk to follow up.

The incident/request must not be closed until the client has confirmed their satisfaction with the resolution. If unable to contact via phone, leave a voicemail message and follow up with an email.

The client may be contacted by more than one DIT or support staff member during the lifecycle of an incident/request. All communication must be noted in the incident/request to ensure all staff are aware of previous communications and enable professional client contacts.

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Process Flow

All incidents handled by DIT and support staff follow these steps:

Identification: How an incident is identified to DITE.G. By phone, web form, face to face or by another means.

Logging: All incidents are to be placed in LANDesk with all relevant information.

Categorised: The most relevant category is initially selected.

Prioritised: This is done automatically by LANDesk according to the category selected. This is referred to as the response level.

Diagnosis: Discover the full symptom, what went wrong and how to correct it.

Escalation: To 1st or 2nd tier support levels.

Response: The response action is required after an escalation or reassignment. This is to ensure the client is communicated with in regard to what is happening with their incident/request

Investigation: Analysis of the incident and cause.

Resolution: Apply a fix to the incident and test the fix by confirming with the client their issue is resolved.Record the resolution details in the logged incident and close the incident with the most relevant category.Ensure the time taken to complete any work related to the incident is recorded.

Follow up: Gain feedback from the client on their experience with DIT and other support staff.Process on re-opens, ie within what timeframe. KB’s and FAQ’s updated or created.

Incident Handling Workflow Diagram

Support AREA

Service Desk

COMMS

Ph, web form, Self Service email or face to face

PROCESS FLOW

Client contacts DIT by web form or self service

PROCESS STEPS

- Client contacts DIT by phone, web form or self-service.

- If web form or self-service, client may be called to investigate issue.

LANDESK ACTION

- Create new job or add relevant note in LANDesk for every client enquiry.

Service Desk

All Teams Start Here (After the Incident is escalated)

Phone

Phone, Email

Client contacts DIT by phone

Call client to investigate

Can clientbe Nocontacted?

- Analyse what has occurred and determine cause.

- Response required. If client can’t be contacted by ph to obtain more details, leave vm + send email via Landesk.

- If waiting for information from client change status to “With Customer” & put details into the window + tick box to send email.

Yes

Is issue fixed?

Yes

No

Enter Time taken - Refer to process on Entering Time Taken below.

- Click on “Time and Cost” and enter Date and Time.

RESOLVED

- Refer to process on Resolve Incidents below.

- Click on “Resolve” and enter details on steps taken to resolve.

Phone, Email

Assigned to personal queue‘s by an individual or allocated person

Contact 3rd Party

Service Desk escalate

Escalate Incident - Contact a 3rd Party depending on the procedure for the issue being investigated.

- LANDesk will escalate to correct group by category selected.

- Change status to “With 3rd

Party” & put details into the window.

- Click on “Escalate”.

Team Leaders assign to personal queues

Reassign - Re-assign to another tier 2 group if required.

- Click on “Re-Assign” and select the group name only unless specified

Leave client a voicemail msg + send email from

Incident escalated to DIT

Customer logs an incident with the Service Desk

Incident is Escalated

Workflow Steps Definitions

ResponseThe response process is to improve the management of client expectations through the lifecycle of an incident by providing a timely response through improved communication for a better client experience.The response time is the amount of time set that an analyst has to respond to a client when a job is escalated or reassigned in LANDesk.This means that analysts will need to make contact with the client by phone within the allocated response time. The Response Time is the maximum time set for contact to be made with the client when the job is received. The response can be by either providing the client with a fix for the issue, or advice on when the issue may be fixed.

The Response Time will be indicated within the Incident in the Response field and can be provided to the client by tier 1 to manage client expectations.The breached response box will be marked by the system if the incident has not been responded to within the current Response Level setting. Incidents will change to a blue colour if the response level is breached.

Incident processThis process applies to all analysts (individuals, teams and groups) that use LANDesk to manage incidents and requests assigned to them at any part of the lifecycle of an incident or request.

An incident can be logged by Service Desk staff or any other analysts, escalated by Student Central, submitted via Online Self Service, or submitted by Web form (email)

During the initial processing a category is selected and the incident saved The Escalate to group, the Incident type, the Response level and the Resolution level

are pre-defined and set according to the service category. Tier 1 (Service Desk) – can either Resolve the Incident or Escalate the Incident The escalation function is only used at this point in the Incident, when tier 1 is unable to

resolve it at first contact. The escalate action will send the incident to the group assigned to the category that is selected.

At times tier 1 (Service Desk) may need to gather more information or attempt some troubleshooting before escalating the incident to the Escalate to group defined by the service category. When the Escalate to group is not the Service Desk queue group, then tier 1 will Escalate and then Reassign to the Service Desk group queue.

After Escalate is selected, actions available are Respond to the client, Resolve the incident or Reassign the incident

With 3rd party and With Customer are available to be selected after escalation but only after the incident has been responded to. These actions are used when waiting on more information from the client, or waiting on a vendor or another party outside the assigned team or analyst.

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Incident is Re-assigned

A staff member from the Escalate to group contacts the client within the response time. This communication is to provide a fix, commence troubleshooting, gather more information, or advise that the issue is being investigated. If not able to resolve, negotiation of a time to resolve should occur and the client made aware of when to expect the next communication.

After contacting the client, staff receiving an escalated incident click on the Respond action, or if the job can be resolved when the client is first contacted, the incident is just resolved using current processes and the response process does not have to be used.

After clicking Respond, a pop up window will appear where an analyst will enter what communication they had with the client. This includes what information was provided to the client when they called (also includes leaving the details of a voicemail)

Clients will be able to see respond notes in Self Service The Response Time clock will then be stopped as the incident has been responded to. If the escalate to group needs to escalate to another group, this is done by re-assigning

the incident.

After Reassign is selected, actions available are Respond to the client, Resolve the Incident, or Reassign the Incident

The response clock starts again With 3rd party and With Customer are available to be selected after reassignment but

only after the incident has been responded to.These actions are used when waiting on more information from the client, or waiting on a vendor or another party outside the assigned team or analyst.

A staff member from the reassigned group contacts the client within the response time. This communication is to provide a fix, commence troubleshooting, gather more information, or advise that the issue is being investigated. If not able to resolve, negotiation of a time to resolve should occur and the client made aware of when to expect the next communication.

After contacting the client, staff receiving a reassigned incident click on the Respond action, or if the job can be resolved when the client is first contacted, the incident is just resolved using current processes and the response process does not have to be used.

After clicking Respond, a pop up window will appear where an analyst will enter what communication they had with the client. This includes what information was provided to the client when they called (also includes leaving the details of a voicemail)

Clients will be able to see respond notes in Self Service The Response Time clock will then be stopped as the incident has been responded to.

NoteThe response clock starts at the escalate action or each reassign action and is stopped by the respond action.The reassign action should not be used multiple times by analysts to try to reset the response clock. Generally there should be a response between each reassignment to an analyst.When an incident has breached response time it will change to a blue colour and an email may be sent to the team leader of that group alerting them an incident assigned to their group has breached response time.

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Response levels/timesResponse levels are assigned to service categories listed in LANDeskResponse times are for individual incidents and do not apply with issues relating to significant or critical incidents for these services in which a higher level of response may be required.

Levels Response times

Defining a Service category to a response Current Resolution levels

Level 0 immediate Critical immediateLevel 1 15 minutes Teaching interrupted (is an immediate response) 4 hoursLevel 2 1 hour

(60 mins)Client is unable to continue working (network point issue, pc not working at all, VC connection)

2 days

Level 3 4 hours(240 mins)

Client can continue working however services are degraded (email not working, phone not working, student internet credit)

4 days

Level 4 1 day(600 mins)

Requests (access to a system, new s/w installation) **will actually show as 10hrs in LANDesk

2 weeks

Level 5 2 days(1200 mins)

Requests (Billing questions, enhancements to systems, Comms Directory updates)

4 weeks

NoteTime calculated in LANDesk is Monday to Friday between 8am and 6pm 1 day is calculated as 10 hours (600 mins)2 days is calculated as 20 hours (1200 mins)

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With CustomerWhen a client needs to be contacted to obtain further information to assist in the diagnosis and investigation of an incident, this must be done by calling the client.

If the client does not answer the phone call to them, the following process must be adhered to:- Leave a voicemail message with the details of the information required.- The Status of the incident in Landesk must then be changed to “With Customer” and

the template updated with the details of what information is required from the client. This must then be sent as an email to the client by ensuring the tick box has been checked next to “Notify Customer”.

Example: An email will be sent to the client, the highlighted section must be altered

After an incident has been ‘With customer’ for more than 5 days, the assigned analyst will receive an automatic daily email alerting them to action this incident.

You are required to make contact with the client and advise them either by email or phone/voicemail of the following;

“You have previously been notified by DIT that we needed more information from you. This email advised that if we did not hear from you within 5 days working days, your incident will be closed automatically. As we have not received further contact within the 5 days your incident will now be closed.Please contact the DIT Service Desk if you require assistance with this incident.”

The incident is then to be closed with a note in the “Summary” field advising:No further contact received from client

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With 3rd Party

This status is used when the issue needs to be referred to a person or group who is not within the currently assigned group and is not the client. This may be another DIT group, a vendor or another person within the University. The Incident is changed to this status from the time the 3rd Party is contacted, until they have either resolved the issue, or provided sufficient information for the Incident to be resolved.

When the status of the Incident is changed to “With 3rd Party”, the following information should be entered into the Details:- Who the 3rd party is and their contact details if it is a vendor.- What the 3rd party is going to do.- When the 3rd party is expected to resolve the issue.

NB: The Service Desk and the Personal Computing teams follow specific requirements for entering details into the “Model Number” and “Serial Number” fields for some incidents.

Entering Time SpentTeams who do not use Replicon to record time must enter the time they spent working on the incident using the Time and Cost in the Actions Section and/or the Time in the Resolution Window of the incident. Check with your Team Leader if this required by your team.

Time should be added to the incident on the SAME day that the analyst performs the work. Adding time spent retrospectively can distort reporting on time spent on services and should be avoided.Analysts who are working on an incident that may take a long time to resolve should add the time they spend on the job each day in the Add time cost action window. Staff should not wait until they have completed the incident and add more than 7 hours to the time field in the resolution window. This is so a true snapshot over a day/week/month period can be obtained when measuring time spent by Analysts or time spent on Services. (Therefore any single time entered over 420 mins cannot be correct, unless an analyst worked more than 7 hours in one day on one incident)

Staff should estimate as closely as possible the amount of time spent. Too little or too much time will corrupt the results equally.

There is no limit as to how many times you can use the Add time cost action window. It is not necessary to add up your time on paper and then add it as a total figure. Time can also be entered after an incident has been resolved, the incident does not need to be re-opened. It should however be added on the day it was spent.

The correct format to enter time is in minutes – just the number of minutes only (no text). The wrong format may mean that time is not counted.Example; 2 hours work spent on an incident, the correct format is 120Do not use - 2hours, 120mins, 120.5, XX, 120:00, 2:00, or any other characters such as ` or n/a

Analysts can fix time that was incorrectly added in the Add time cost action window, the date the time was added will not change. Time added in the time field in the Resolution window cannot be changed. Adding a minus figure as a time spent will not negate time already added to an incident.

The comments field is only for comments relating to time spent. This information will generally only be looked at by Team Leaders. If it is important for other Analysts who may work on this incident to see these comments, use the ‘add a note’ action.

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Re-assigning Incidents

An incident should in most cases, only be re-assigned to a LANDesk group and not to an individual staff member (analyst) within that group. Exceptions to this can be, when directed by a KB, or by senior staff to assign to a specific analyst. This is to ensure the incident is handled in the most appropriate time frame by the most appropriate person decided on by the team receiving the incident.

Incidents are handled in different ways once assigned to a group and in some teams; a particular person is responsible for assigning the incidents to staff within that team. This process is done under the direction of the Team Leader for the relevant LANDesk groups.

When an incident is re-assigned, notes about why this incident is being re-assigned and any further information that will help the receiving party, must be placed in the Title or Details. Do not remove the existing information as this relates to the job details and is emailed to the analyst that the job is re-assigned to.The assigned analyst should check all existing notes in the incident as well.

Example:

Resolving IncidentsWhen an incident is resolved an attempt must be made to contact the client to confirm the issue is no longer occurring for the client. Exceptions to this can be when a request for access has been made or a Service Disruption is underway during that time, in which case the client can be directed to the Service Disruption website.

The Summary text box in the resolution window is the only text that will be sent to the client when the incident is closed. The Details of the Resolution will be available to the client using Online Self Service.

Re-Opening IncidentsAn Incident can be re-opened after it has deemed to be resolved, when a client has contacted DIT advising the same issue was not resolved to their satisfaction. If a different issue is being reported by the client, a new Incident must be opened.Notes can be added to an Incident without having to reopen the Incident.

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Note in Incidents

The Notes in a LANDesk job are used for entering information on where a particular job is up to, i.e. if a job is going to take longer than expected or if further information is obtained that will assist with the diagnosis and investigation of the incident. If an incident is to be re- assigned, information can be entered as a note, or entered into the re-assignment window, see previous section on re-assigning incidents.

When an incident is set to ‘With Customer’, and the client contacts the Service Desk, the status will be changed by clicking on ‘Back from Customer’ and notes added in that window as well. The Service Desk will contact the analyst to advise of the change in status.When an incident is assigned to an analyst an automatic email is sent to that analyst when any note is added.

The Note window contains a notes category field. This is now a mandatory field.This is to ensure we get a very clear indication in our reports of why clients call back about an existing incident or request.

Definitions of note categories and when to use each category

Analyst Update - Select this category when you are adding information that did not originate from the Client.

Client Update - Select this category when you are adding information that the client needs to add to the existing incident.When a client calls to give more information that was missing to be able to complete their incident/request

Customer Enquiry - Select this category when a client is enquiring to the status of an existing incident.When a client calls to find out where their job is up to or following up because they have not received any communication

Customer Enquiry = Follow up contact required to client. When the incident is assigned to a group but not an analyst the Service Desk will email the Team Leader of the group to advise a client follow up is required.When the incident is assigned to an analyst the Service Desk will email the assigned analyst and the Team Leader.This is to ensure all teams and analysts are accountable for timely client communication and provide visibility to Team Leaders.

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6. Incident PrioritisationOverviewThe Category selected in LANDesk for an Incident determines the Incident Type, Escalate To Group and Response level for that Incident.

It is important that the correct Category is selected.Categories, Incident Types, Escalate To Groups and Response levels are reviewed regularly. If this information needs changing, please notify your Team Leader.

If the Category in an incident needs to be changed, this can be done by any analyst. This will automatically update the Incident Type, Escalate To Group and Response level fields to the new category selected within that incident.

Prioritising by Incident Type

A suggested guide is to attend to jobs in the queues in LANDesk in the below order unless advised otherwise by your Team Leader.

It is important to remember we cannot always control how long it takes to resolve an incident or request but we CAN control a timely response to our clients. It is the responsibility of all analysts to respond to clients within the response level set on all incidents and requests assigned to them.

Incident Interruption to a service or degradation to a service used by a client.

Maintenance Scheduled or Adhoc work related to maintenance and availability management of production systems.

Request Information or advice, access to or provisioning of a service for a client.

Customer issue identified

Incident Logged and Escalated in LANDesk

Impact identified to affect multiple customers

Escalate to Service Desk QM by Skype msg or phone

ITSO

Did Sdesk QM respond within 5 mins?

YesNo

ServiceIdentify an IncidentDeskis logged. ConfirmTLImpact & Urgency

Escalate to appropriate TL/Mgr by Skype msg or phone

Service Desk TL

Person contacted is now Incident Co-ordinator and follows Critical/Significant incident Procedure

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7. AppendixEscalation process of suspected outage or disruption

Service desk – gets a call or web form and suspects it may impact more than one user.If DIT staff contact Service Desk in regard to a disruption, ask them to contact their TL/Mgr as the communication must be coordinated as per the process.ITSO – Log job according to call script and assess user experienceImpact – Urgency – assessment“What’s the effect of this on the University”“Is there anyone else around you having the same issue” “What do you experience when you try to use this Service” (this will give us better details)

If it affects or may affect more than one person contact Service Desk QM by Skype or phone . (Don’t send Emails). If no response from Service Desk QM within 5 mins contact a senior ITSO, if no response from either contact Client Services Manager.If no response, contact other TLs/Managers SEE IMPORTANT NOTE at bottom of page

Note for ITSOs and Delegates - A TL or Manager must be contacted in regard to all suspected disruptions to ensure the incident is coordinated correctly.

Service Desk QM Service Desk QM to check incident logged and contact appropriate TLs/Mgrs with more detail by Skype or phone. e.g. – Campus, error message, building, room, impact, customer experiencing.If no response from the TL/Mgr you contacted within 5

mins, contact another TL/Mgr. (Skype, Desk phone and mobile)If no response, contact Client Services Manager - 0488 495 882

TL /Mgr - Incident Co-ordinator (person contacted)By responding to the escalation from Service Desk the person you contacted is now responsible for co-ordinating the disruption and will follow the Service Disruption procedure.If the incident co-ordinator changes to a new co-ordinator they must let the Service Desk know who the new co- ordinator is.Note: If this occurs between 8am – 9am or 5pm – 6pm and there is no Client Services and Infrastructure management at work, check Skype for other Managers (Shane Jeffries, Mark Duffy, Kelli Edwards). Other important Phone number contactsS:\Administrative\Information Technology\Common\DIT Staff Phone List

IMPORTANT NOTE - If none of those are available between 8am and 6pm, DON’ T SEND EMAILS, without delay, call for assistance - CALL Client Services Manager (Vicki Brown) 0488 495 882 or Client Services TL (Matt Barlow) 0438 563 755, or Infrastructure Manager(Matt Bourke) – 0417 836 883

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Teaching space & High Priority VC calls procedure

Applies to Every interaction that affects a teaching space Service Desk and Personal Computing teams

Aim To keep teaching time loss to a minimum through assisting the customer and providing high priority attention to the incident.

Service Desk Procedure1. Calls received or alerts generated by RMS and/or TMS – Attempt to resolve the incident using

KBs and knowledge gained by experience

2. Log incident with the following informationSummary Line: Teaching space – Campus – building - room – Brief description of issue. Details - as per the call script, ensure you include all relevant details and notes on troubleshooting performed.

3. If you are unable to resolve the issue at first response, advise the caller we will attend as soon as possible and follow the steps below to organise a response.

4. Ensure the correct category is selected - Teaching Space Technology. This should be a priority incident with a 15 minute response time. DO NOT override and change the response time for teaching incidents.Check the Service Desk Notes below for assistance with first response troubleshooting

5. Contact a Service Desk support person on the relevant campus and assign the incident to that person. Once you confirm that someone is responding to the incident, advise the customer (if possible) that someone is on their way. If you are unable to contact a relevant support person advise the Service Desk Queue manager or Team leader. Check the Service Desk Notes below for further information .

6. Click on the Response button in LANDesk and record details of who has been advised and who will be attending the call, E.G “Daniel has been advised and is attending the call”.

6a. If the issue is resolved and the room is back in normal working order then resolve the incident, ensuring that you add detailed notes to the resolution.

6b. If the issue cannot be resolved by the first support person- If a workaround has been put in place and a return visit to the classroom by Service

Desk is required, please ensure you advise the Service Desk team of the issue, workaround and expected ETA for resolution.

- Add notes as to what you did with troubleshooting and any relevant information to assist the next person who will be looking at this job.

- Contact the Service Desk queue manager with the incident number and they will contact the relevant tier 2 team member and assign the incident to that person. (or tier 2 TL if required)

- If equipment in the room is not working that may affect the next class, fill in and place the Teaching space issue sign in a prominent place on the desk in the room where the lecturer will see it. Ensure the queue manager is aware you have placed a sign in the room.

- If notice is provided that a room will be non-functional, the queue manager is to ensure the Service Desk timetabling liaison person advises the Timetabling unit of the issue, expected impact and ETA for repair. This will assist in scheduling and provide an opportunity for affected classes to be relocated.

6c. If a Hot swap computer is used- Take the faulty machine to a Personal Computing team member on your campus. If

none are available, place it on their desk with a note stuck to it saying “Faulty AVT” and the building/room number where you left the hot swap.

- Change the incident status to With 3rd Party and reassign the incident to the person responsible for repairing the computer (ensure all troubleshooting notes and time spent have been added as required), and advise the Service Desk queue manager.

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Service Desk Notes1. All Service Desk staff can see and monitor progress on the priority jobs in our LANDesk

dashboard.Check to see if there are already incidents logged about the room when taking the call. If multiple incidents have been logged about a particular classroom or issue, contact the Service Desk queue manager.

2. To make it easier to check the high priority incidents queue for issues already logged, ensure the summary line reads as stated in point 2 of the Service Desk Procedure. Teaching space – Campus – building – room – brief description of issue.

3. Be aware that turning the whole system off and back on again has a high probability of resolving the issue but will not assist in identifying the underlying cause. The job may need to be escalated to the relevant support team so the cause can be identified and repaired. If you are unsure, ask the Service Desk queue manager for advice.

4. DO NOT DELAY in responding to teaching call outs. If all Service desk staff on your campus are going to MT/lunch together you must take the AV phone with you.

a. If you are on a Service Desk call and an AV issue/call comes through for your campus and there is no one else available to attend immediately, please advise your caller that you have an urgent teaching support request that you must attend.

b. Ensure you have their contact details and advise them you will call them back as soon as you return or if they prefer they can be transferred to another operator.

c. Make sure you call them back as soon as you can if that is the option they selected. If you transfer the call, quickly give your colleague as much info as you can. You should only transfer to another person directly. Don’t transfer caller back to the queue.

Personal Computing ProcedureIMPORTANT: Attend to all high priority teaching space incidents that have been escalated to you straight away.IF a Hot swap PC is put in place by Service Desk:1. Service Desk will give the faulty AV machine to Personal Computing; reassign the incident to

that person and change the incident status to With 3rd Party.

2. Once the faulty machine has been fixed, Personal Computing will take it back to the teaching room and ensure the room is back in normal working order

3. Return the hot swap machine to Service Desk team

4. Check RMS has been updated and fault cleared

5. Close the incident with notes in the resolution window as to what was done to fix the faulty PC

Attending Teaching Room issues:1. If the issue is resolved and the room is back in normal working order then resolve the incident

with notes on what you did to fix it in the resolution window.

2. If you have put a Hot Swap PC in place as a workaround, change the incident status to With 3rd Party. Follow from step 2 above.

3. If the issue cannot be resolved straight away and the room is not in complete working order:

- Advise Personal Computing Team Leader immediately. The PC TL will advise Service Desk TL or queue manager if timetabling is to be contacted if the room is going to be not operational.

- Fill in and place the Teaching space issue sign in a prominent place on the desk in the room where the lecturer would log on.

- Add a note to the incident with what the issue is, what troubleshooting you have done and what work around may have been put in place and

- what time you will be attending the room again to try to fix the problem or

- escalate the job to the PC-AV queue if ProAV are required to fix the room. Click ‘Respond’ on the job after escalating.

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Document Revision

Date Revised By Position Revision Details11/1/11 Julianne Harper Team Leader – SD Merged the “Incident Ownership and

Communications Policy” document into this 4/4/11 Julianne Harper Team Leader – SD Updated the AV/VC Procedure

10/5/11 Brian Roberson/ Julianne Harper

Director – CSM Team Leader - SD

Updated wording and Process Flow

26/10/11 Vicki Brown/ Julianne Harper/ Matt Barlow

Manager – CSM Team leader – SD Team leader - CSM

Updated with Customer process

4/11/11 Vicki Brown/ Julianne Harper/ Matt Barlow/ John Roberts

Manager – CSM Team leader – SD Team leader–CSM Team leader – SD

Updated changes to processes after LANDesk upgrade.

11/04/12 Vicki Brown Manager - CSM Update changes to notes process and time spent, Changed references from customer to Client

15/10/12 Vicki Brown Manager - CSM Updating response process

29/09/14 Vicki Brown Manager Client Services

Update wording to reflect new DIT structure and corrections and updates to process

30/09/16 Vicki Brown Manager Client Services

Review policy and update wording and processes to ensure accuracy of current information.