swim lane support process example
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This document outlines an outsourced incident management process with multiple levels. Level 1 handles initial triage and resolution of less severe incidents, escalating more critical SEV1 issues to Level 2. Level 2 either resolves incidents or escalates to Level 3 support and the supplier/customer directly for the most severe incidents. The process involves ticket creation, monitoring, troubleshooting, resolution, knowledge base updates and ticket closure at each level.
swim lane support process example
- 1. OutsourcedIncidentManagementProcessExample Level1Level2Level3SDMCustomer Outsourced Support Process TRIAGE Determine severity SEV Level? Work on incident2-4 Create ticket Incident resolved? Update KB Close ticket Clear Alert yes Escalates to L3 Escalates to SDM SEV1 Call customer Work on incident Escalates to L3 no Monitor incident through resolution SEV1 SEV1 Update KB Close ticket Clear Alert Troubleshoot infrastructure Out of scope Alert type In Scope Transfer ticket to customer Resolved? YES- Send back to outsourced team Escalate to HW supplier no Copyright 息 2015 Ronaldo Rad端nz www.radsolucoes.com.br Monitoring Tool Phone call Incident resolved Incident resolved Contact customer As needed Contact customer As needed Incident resolved