Version 04 Status Final Author I best Date Sep 2013

1.Purpose and Scope of Handbook

This handbook has been created to assist Flinders University Information Services Division support staff in their day to day activities using the Marval Service Management tool. This handbook contains instructions for logging and dealing with Service Requests.

For further information on any aspect of the Marval application, please contact your Marval System Administrator in the first instance.

2.Flinders University Information Technology Services Technology Staff Roles and Responsibilities

The Customer Service Centre (CSC) within the Flinders University Information Technology Services is responsible for owning and managing all Service Requests (Incidents and Tasks) received into the CSC through to closure. While Tasks may be entered by any Marval User, all Incidents must be reported via the CSC on ext. 12345.

The CSC staff will:

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  Provide a consistent and reliable service to Customers
  
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  Identify affected service, configuration item or site
  
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  Record the basic details of incoming Requests
  
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  Clarify any incident symptoms or task details
  
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  Collect and analyse all relevant information
  
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  Assess business impact and urgency to ensure appropriate resources are applied
  
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  Immediately notify the CSC Incident Manager of any Priority 1 & 2 Requests
  
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  Where possible, resolve any incident and close the record (use QUICKFIX)
  
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  Provide work-around or resolution where possible
  
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  Assign to relevant Support Group when unable to resolve an incident
  
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  Ensure all Requests are assigned
  
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  Assist in providing rapid resolutions where possible
  
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  Ensure all Requests are up-to-date
  
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  Update the appropriate notes field with all actions taken, ie either Customer, Work Order or Solution Notes
  
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  Search for similarly classified Requests
  
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  Ensure all Requests are escalated in a timely fashion
  
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  Incident/Task Closure
  
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    Confirm resolution with Customer upon completion if required
    
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    Close Service Request record
    
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  Escalate Requests as per the Escalation procedure to facilitate incident resolution and task completion within agreed Service Level targets
  
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  Provide progress updates of incident resolution and task completion to the CSC Incident Manager as per the Escalation procedure
  
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  Maintain effective communication with Customers and Management
  

3.Priority, Impact and Urgency

A combination of Business Impact and Business Urgency is used to decide the priority of a request. Marval Open Pursuit auto-assigns a default priority (4), but when talking to the Customer, you need to make an assessment of the Customer’s urgency and impact and, based on this information, endeavour to assign the appropriate priority.

To assist with this assessment, definitions of Impacts and Urgencies are described in the following matrix table. The Priority Codes identified within the matrix should be used as a guide only. Each incident or task should be assessed based on a range of criteria, and a certain amount of discretion is acceptable.

Business Urgency		Business Impact
		1	2	3	4	5
		Major fault - services unavailable..	Services significantly affected.	A service is not working.	A minor problem with a service.	No Impact
1	Is happening now.	1	1	2	3	4
2	Will happen shortly eg in business hours	1	2	3	4	5
3	Will happen some time in the future (unknown timeframe)	2	3	4	5	5

Priority Code	Description	Definition
1	Immediate	Immediate response required
2	Critical	Large number of users affected or major system outage
3	High	Urgently needed by some users and is time critical
4	Medium	Not time critical, can wait
5	Low	To be scheduled and agreed with Customer