The two services are Critical Incident Prevention Service and Critical Incident Resolution Service.
The Critical Incident Prevention Services is designed specifically to offer expert guidance for preventing major outages of your mission-critical systems.
Should such problems hit your business; the already agreed and established escalation process will be invoked by the Customer.
This will trigger the Critical Incident Resolution Service which will then deliver a round-the-clock programme management and escalation service designed to get your business up and running again as quickly as possible. 2.
Critical Incident Prevention Service Description This assessment takes the form of a 18 day consulting engagement, which a Customer would be expected to undertake in order for Microsoft to effectively deliver Critical Incident Services Support.
The assessment focuses on two areas: Reviewing an organisations day to day operations (based on MOF/ITIL best practice) Technical review of the specific critical IT system or systems. The MOF/ITIL assessment focuses on process maturity across the entire Customer organisation.
The technical review provides the opportunity to gather detailed support documentation, such as topologies, system descriptions, etc, for use by Customer and Critical Incident Services team to improve their effectiveness and efficiency in resolving critical incidents. The aim of this assessment is to: Ensure that industry best practice, such as the Microsoft Operations Framework (MOF/ITIL) are being followed Ensure that the system is supported in the most effective and efficient manner by the Customer’s own IT support teams and the Microsoft support teams Ensure that supporting documentation and tools are of a sufficient standard Enable Microsoft to gain a greater knowledge of the systems being supported through obtaining support documentation and understanding the context in which the system is delivered Ensuring that support teams possess adequate skills to support the organisation’s critical systems effectively Establishing who is responsible for providing support within the organisation, in the case of outsourced IT services Ensuring that major incidents occurring on critical systems are resolved as quickly and efficiently as possible Deliverables A Terms of Reference Document to initiate the assessment engagement (this is delivered as an output of an initial scoping exercise). A detailed Improvement Plan covering People, Process, Tools, Infrastructure and Support Documentation.
This report will cover strengths, weaknesses and recommendations in each of these areas. A prioritised list of recommendations, however advice and guidance on how to implement any changes required may require additional consulting time.
It is likely that these recommendations will need to be actioned prior to Microsoft delivering Critical Incident Services Support. A System Support plan delivered to both Customer and Microsoft Support Teams.
This document includes a definitive set of support material and also system description (business services provided, hours of cover, relevant SLA details) for the designated system.
The System Support plan also describes the impact of system failure (on users & business), the system topology (high level view of the various components), the support matrix (support arrangements for individual components as well as critical 3rd Party Application and Vendor information) and system dependencies (other systems that must be available for effective operation — Will be driven by the Critical Incident Mgr and/or MOF Consultant.
Additional 2 man days consulting 3.0 Critical Incident Resolution Service By definition a Critical Incident is mostly unique to every Customer and situation.
Therefore the definition of “What is a Critical Incident” will be defined as best a possible at the Pro-Active assessment stage. In the event that a Customer encounters a Critical Incident the Customer should immediately notify Microsoft by call 0870 50 10 800 and invoke the predefined Critical Incident Management Escalation Process.
Once this has been completed a Severity 1 case is created and the on Duty Critical Incident Manager is notified. The Critical Incident Managers will have access to and knowledge of the Customer Environment as well as extensive management and escalation knowledge and experience in the IT service industry, having demonstrated success in a service position that involves Critical Incident Management.
As well as being ITIL and MOF trained, Critical Incident Managers have skills in analytical and problem solving techniques, negotiation management and effective communication Building on the knowledge gained from the Critical Incident Assessment and the agreed Service Escalation Process, Microsoft Critical Incident Managers will: Manage escalation of the issue to the appropriate teams Engage and dedicate expert technical resources Develop and manage an aggressive action plan Agree with the Customer on root cause or emergency workaround approach Drive Contingency Planning Deliver acceptable resolution or workaround Manage Post Mortem/debrief process and deliver recommendations Throughout the life of the Critical Incident, the Incident Manager will drive full and active communication between the Customer, Microsoft, and any other involved suppliers. Communication responsibilities and contacts are defined up front Regular, clear and concise updates are provided to the appropriate people – EG IT and Executive Management personnel
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