Incident

Managemen
t
Best Practices

Common comments from users

Samples from CSAT data
the ticked contained clearly the information who to contact but I felt
as nobody even read it :( // Dora Forster ( EMEA)
He consistently asked us to close the call without provide permanent
solution us. - Xiang Wei Derrick Lam (APAC)

At present, we really dont know who is handling Catalyst issues and

there is no visibility to how to escalate issues and need of support
with respect to sap (APAC)
I constantly needed to ask for updates. - Simone Gasperoni (EMEA)
Issue still not fixed but it closed - Richard Loveless (APAC)

Incident Detection Technique

Basic Detection Questions

Additional Questions?

Is it change or question or problem?

Does the incident has the full

information?

If problem, call user for more details -

Check if the user knows the key

user?

a) When did it occur first?

Check if this issue repeated

before?

b) What variants does it occur?

Did SLA clock start only now?

c) What countries does it occur?

Was this ticket misrouted from

someone?

d) Does it occur only for one or others?

e) Is it reproducible in Production
consistently?
f) Can you reproduce in Test
environment?
h) What is the business impact, urgency?

EKMS,
Video
Recording
s

3 Strike Rule

Custome
r contact
Updated

Record in Remedy (2 + 2 + 2 days)

This process is used when a resolver team or the service desk has
been unable to get in touch with an end user for whom they are
managing an incident
1. Change Ticket Status to hold
2. Try to reach the end user over 2 separate days
3. Leave an email of voice mail on each attempt
4. Two different channels of communication must be used
5. The attempts to contact the end users must happen at different times of day
6. If the user has an out of office on their alternate contact must be used
7. All attempts of contact must be recorded in Remedy
8. If after 3 attempts the end user can not be reached and the service cannot
be progressed or confirmed as restored by the end user the incident can be
closed.

Best Practices (1)

Lync

Before you call the user for details

Call the user even if the user provided all the information to validate the
incident understanding correctness and for additional details.
Use common Lync chat / email template for introducing about yourself and the
incident
Be prepared with your questions or clarifications before you call the user
Know the country, time zone, language* of the user
Try to reproduce in test environment before you call (if you know the issue)
Use Advanced search in Remedy for previous occurrences of same / similar
issues
While conversation
Ask the basic questions (if it a problem and not a change)
Ask the user about his/her backup (if the user is planning for vacation)
Find the key user for the track / region
If it is a non routine change (specially design change), ask the user if this
change was discussed with key user before submitting as incident? If yes, get
the details.

Best Practices (2)

Use Track Leads

Support
.mdlz.c
om

Team will be split by tracks use track leads for validating the
duplicate, correctness, change impact and process clarifications etc.
Status Updates to user
The user need to be updated upon ticket arrival , requesting info,
frequent status updates (depends on the criticality of the incident),
before closure
Update Remedy with proper notes
It is mandate to update remedy with proper notes and attachments
as it is mandated per audit

Best Practices (3)

Communication
Knowing that you are supporting user across regions, time zones,
cultures it is important to have right communication style (Use
grow.hp.com courses)
Use Appropriate communication templates to allow quicker and
harmonized communication for status updates