swim lane support process example
TRANSCRIPT
Ou
tso
urc
ed In
cid
ent
Man
agem
ent
Pro
cess
Exa
mp
le
Leve
l 1Le
vel 2
Leve
l 3SD
MC
ust
om
er
Outsourced Support Process
TRIAGEDetermine severity
SEV Level? Work on incident2-4
Create ticket
Incident resolved?
Update KBClose ticketClear Alert
yes
Escalates to L3Escalates to SDM
SEV1
Call customer
Work on incident
Escalates to L3
no
Monitor incident through resolution
SEV1
SEV1Update KBClose ticketClear Alert
Troubleshootinfrastructure
Out of scope
Alert type
In Scope
Transfer ticket to customer
Resolved?
YES- Send back to outsourced team
Escalate to HW supplier
no
Copyright © 2015Ronaldo Radünz
www.radsolucoes.com.br
MonitoringTool
Phone call
Incident resolved
Incident resolved
Contact customerAs needed
Contact customerAs needed
Incident resolved