Service Desk

PiXELL$-$River Financial currently operates with a small team of dedicated Service Desk Analysts who act as the first point of contact and the technical support for T$1$ resolutions. The Service Desk only provides technical support, as client operations and support are handled through PiXELL$-$River$$s customer contact center. This marks a change from previous operations where the Customer Contact Centre previously acted as an Incident Intake, however as PiXELL$-$River Financial expanded, the need for faster client resolutions became apparent.

The entry paths for the Service Desk and into the Incident Management process are:

$1.$ Calls to the e service desk either by $1-800$ line or local service desk number

$2.$ Voicemails$/$emails to the Service Desk

$3.$ Event Management Notifications and Responses

$4.$ Internal Service Requests

Please note these are the only accepted pathways into the Incident Management Process, direct calls to managers and IT Services staff are not an accepted method of communicating a request into the incident management process. As part of a continual improvement process, with the assistance of Dagwaagin consulting it was determined one of the largest impacts to business services was the failure to follow appropriate intake processes which resulted in Incidents not being correctly reported, and service requests not being addressed in a timely manner, again impacting overall team and client satisfaction.

Incident Management

PiXELL$-$River Financial has implemented a more robust Incident Management practice with the changes introduced at the Service Desk.

Incident Management minimizes impact to the business through the practice of the detection of service interruptions, assessment of criticality, and restoration of services within established response and resolution objectives. The ITIL v$4$ definition of Incident Management is $$the practice of restoring services that have failed or been interrupted from normal operations, ideally done as quickly as possible and in line with business priorities.$$

The key elements of our Incident Management practice include Detection, Reporting, Response, Remediation and Resolution, Closure, and Review

Incident Response SLAs

PiXELL$-$River$$s Information Service Level Agreement; is based on providing $24$x $7$ IT services to the business and customers. Incident remediation timelines are outlined below. The CIO has promised the business that the IT services would have a $99\mathrm{.}99\%$ uptime by the end of the year.

Priority Severity Time to Respond to Incident Time to Restore Service

P$1$ Critical $90\%$ in $\mathrm{.}5$ business hours $90\%$ in $4$ business hours

P$2$ High $80\%$ in $2$ business hours $80\%$ in $8$ business hours

P$3$ Medium $80\%$ in $8$ business hours $80\%$ in $24$ business hours

P$4$ Low $80\%$ in $24$ business hours $80\%$ in $36$ business hours. Service Desk and incident management for this process area, what do you think the average degree of process completeness is$?$