Many ITSM
analysts trying to understand their customers IT Infrastructure for ITIL
process methodology and analyzing their needs in order to bind them together with
standard processes usually ask multiple questions to their clients or customers
to grab that little extra information on processes, Here are some questions
that I may ask for understanding their Incident management process .
·
What
is the type of medium you use to log a ticket? Like email,chat,or phone
·
Do
you have greeting defined for upon receiving call?
·
Do
you have user/caller verification in process?
·
Do
you have verification process for new or temp users/caller?
·
How
do you find the details of the user on call logging tool? Is it auto populates
upon entering certain values or manual update?
·
What
are the categories available or should be used to categories the ticket?
·
What
are the criteria’s you have in place to determine whether its service request
or problem ticket or normal incident?
·
Do
you update the existing tickets? If yes what is the policy to update or
creation of new ticket even for the same issues?
·
What
is the ticket numbering policy?
·
Do
you have ticket dispatching policy or process for third party vendors?
·
Do
you have ticket escalation policy? What are the criteria?
·
How
do you convey the end user upon ticket closure?
·
What
is the procedure to be used for unresolved tickets for more than week?
·
What
is the procedure to be used if user calls for a status update on the ticket?
·
When
the ticket needs to be referred to SME?
·
What
is the call back process you have? What is the escalation procedure for L1 tickets?
·
What
is the ticket handling procedure for major incidents?
·
What
is the policy or procedure to get an update on third party vendor tickets and
update?
·
What
is the procedure for outbound calls?
·
What
is the process to update the knowledge management database upon identifying new
solutions?
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