MGMT600 MGMT600 Activity 2: Create a RACII and a service response

Objective

In this activity you will design a RACI and a process flow for a common business activity with which you are familiar. The purpose is to think about how incidents are resolved in a formalized way and how accountability and procedures can be documented. You should submit a Word document with an embedded Visio process flow.

Resources:

Lecture 3

Chapter 10: Implementing ITIL: https://learning.oreilly.com/library/view/itil-for-dummies/9781119951186/16_9781119951186-ch10.html

Additional Instructions

Use the format provided in the reading above. The scenario below has optional workflows. Use dotted arrow connectors to show optional workflows and solid lines to show optimal paths to resolution.

If required, your instructor will direct you to a Visio tutorial

Business Activity Incident

An instructor requests student to submit the answer to an assignment via email. A student approaches the instructor and says that they can not access their email.

Actors

Students:

Students are consumers of the IT resources of the school. They are also school customers. They rely on functioning IT services to consume the product offered by the school.

Instructors:

Instructors are internal consumers of IT resources. They are school employees with assigned tasks. They rely on functioning IT services to provide services to their customers (the students).

Help desk technician:

Helpdesk technicians take the initial call from users. Users can be instructors, students, or staff. Instructors frequently submit requests on behalf of students. Help desk technicians follow a set of common trouble shooting procedures. If the problem is resolved they notify the user for confirmation and close the incident. If the problem is not resolved they escalate to the tier two IT Analysts.

Tier 2 IT Analysts

Tier 2 IT Analysts resolve issues that help desk technicians were unable to using the normal processes. Once resolved they notify the users directly for confirmation and close the incident.

IT Service Manager

The IT service manager monitors the help desk dashboard and is always aware of service level compliance. The IT Service Manager does not get involved in open service tickets but is concerned with the quality of service being provided by the helpdesk.