Version 04 Status Final Author I best Date Sep 2013

4.What is Marval Open Pursuit

Marval Open Pursuit is a process driven Service Management tool that incorporates industry best practices and service management standards (based on ITIL and BSI/ISO9000).

Open Pursuit provides ‘complete’ lifecycle management of Incidents, Problems, Changes, and Tasks. Changes and Tasks may be scheduled and resources assigned.
Open Pursuit has service level management and escalation features that ensure that once a Request has been registered it will never be lost, forgotten, or ignored. Every element of a Request’s lifecycle, the resources spent on it, who did what and when, are tracked and audited.

5.Standard Lifecycle

The following lifecycle is applicable to most classifications within Information Technology Services:

6.Roles & Responsibilities

6.1.Customer

The person who is registering a problem is the Customer.

When the Tracker completes the entry of a new Request the Customer will receive an automatically generated e-mail advising them of the assignment.
When the Assignee sets the request to Complete the Customer will receive an automatically generated e-mail advising them of the solution.

6.2.Tracker

The person (or associated Group) adding (logging) a new Request will become the Tracker, whose role will be to assign the Request and manage the Request through to completion.

It is the RESPONSIBILITY of the "Tracker" to monitor their requests, ensuring that the status workflow is accurate and that the needs of the "Customer" are being met.
Supervisors and Trackers are able to reassign a request even though that request is assigned to another person. Requests must NOT be taken from an assignee's queue without first notifying that assignee.
Only the Tracker (or associated Group) is authorised to Close Requests.
Requests should not remain "Completed" or "Solved" for months; the "Tracker" should "Close" requests once he / she believes that the "Customer" is satisfied with the outcome.
Refer Section Managing Requests as A Tracker.

6.3.Assignee

In most cases, requests are automatically assigned by Marval to a Support Group or an individual (Assignee) as defined by the Service Classification used at the time of adding a new Request. The Tracker may choose to assign the Request to an individual or Group other than that automatically assigned by Marval’s Service Classifications.

When the Tracker completes the entry of a new Request, the Assignee or Support Group selected receive an automatically generated email advising them of the assignment.
Requests should NOT remain in the "New" status for months; up to 2 working days is acceptable.
[NOTE: This time limit does not over-ride the shorter time limits set for some work groups of between 1 hour and 2 working days]

Once a "New" request has been assessed for priority it should be placed in the "Scheduled" or "Accepted" status with a descriptive note.
An Assignee may also receive a request due to that request being reassigned to them. When the request is reassigned the Assignee or Support Group selected receive an automatically generated email advising them of the assignment.
Requests should NOT remain in the "Reassigned" status for months; up to 2 working days only.
[NOTE: This time limit does not over-ride the shorter time limits set for some work groups of between 1 hour and 2 working days]
Refer Section Managing Requests as An Assignee.

6.4.Incident Manager

It is the responsibility of the Incident Manager to:

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  Liaise with the Problem Manager to ensure that all Incidents where the root cause is not identified have been escalated in accordance with the Problem Management Policy
  
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  Liaise with CSC and 2^nd Level Support teams to ensure accurate and timely recording of incidents
  
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  Liaise with CSC and 2^nd Level Support teams to ensure accurate and timely recording of the Incident resolution and all corrective action
  
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  Record a telephone message in the event of a Major Incident
  
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  Review Incident reports, ensuring that data accuracy, status, priority and service levels are maintained at a high level
  
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  Review and report periodically the ‘Top 10’ Incidents for each Support Team and where appropriate request further analysis to be undertaken
  
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  Ensure that all Incident workarounds are communicated to CSC and relevant 2^nd Level Support teams
  
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  Manage, review and control the initial Priority Matrix
  
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  Ensure that Incident records are audited to ensure compliance to the process
  
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  Ensure that all Incident Management processes are reviewed annually
  
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  Recommend revisions to the Incident Management Policy and Procedures as required
  

6.5.Problem Manager

It is the responsibility of the Problem Manager to:

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  appoint a Problem Management Committee and drive the process,
  
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  provide the link to the Incident Manager and the Divisional Management team,
  
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  allocate and direct resources from different disciplines towards the resolution of problems,
  
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  monitor progress of resolutions for known problems,
  
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  keep Customers informed via the Incident Manager,
  
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  maintain the relevant Marval Problem Requests and manage the resultant Change Requests,
  
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  ensure that related incidents are linked to the Problem Request, and
  
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  close problems
  

6.6.Change Supervisor

The Change Supervisor is typically the Requestor’s Supervisor or Project Manager.

The Change Supervisor is responsible for:

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  ensuring that the relevant information and approvals from Special Advisors and Key stakeholders is gathered and appropriately recorded;
  
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  reviewing the change;
  
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  providing an appraisal of the change and its scope;
  
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  approving the change if it is within their delegation as defined within the Change Catalogue;
  
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  If the change is not within their delegation, providing the change documentation to their Associate Director.