Delivery Methodologies
Precision Techserve's service delivery methodology for infrastructure management is described below
Incident Management Process:
Manual notification by the user
On encountering an incident the user logs the incident using one of the below modes, in this order of priority.
- InsTIL Portal - This is a incident login portal that uses Info-Drive's ITIL compliant product InsTIL
- Email to the designated ID
- Voice call to Global Competency Center (GCC) Service Desk
InsTIL Portal
User visits the specified URL for the portal and log is using the credentials provided. On the custom home page the required information is keyed in and incident is logged.
On submission of the incident and automated email is sent to the user, in parallel the Service Desk team receives the incident ticket and assigns to the respective GCC Engineer. In certain scenarios upon submission of the incident itself it is auto-assigned to the respective personnel.
The GCC engineer opens the ticket and understands the incident, calls/contacts the user in case of any clarifications and starts working on the ticket. The ticket is updated to reflect the current status till resolution. On resolution the ticket is marked as resolved by the GCC engineer and customer is intimated of the resolution by email. The user validates the resolution and confirms the resolution by closing the ticket in the portal.
In case the user is not satisfied with the resolution the ticket can be re-opened even after closure.
Email:
User sends an email describing the incident to the designated Service Desk ID. On receipt of the email Service Desk creates an incident ticket in InsTIL, and assigns it to the respective Engineer.
The resolution process is common in all the modes.
Voice call to the GCC Service Desk:
User calls the Service Desk voice number and the Service Desk logs in the incident in the InsTIL tool and assigns it to the respective engineer.
The resolution process is common in all the modes.
Automated detection by Remote Monitoring System (RMS):
The RMS agent/probe periodically polls/probes the elements to get the status, on detection of any anomaly it is displayed on the GCC screen or an alert is sent to the Service Desk /GCC team. The service desk logs a ticket in the InsTIL if required and notifies the user of the incident by email/voice call. In parallel the respective GCC engineer and starts to resolve the incident.
All other process and workflow is similar to as described in the "Manual notification by the user" process.
Transition Process
Precision Techserve's Transition Process involves the following activities and phases.
- Contracting phase
- Due Diligence & Planning Phase
- Knowledge Acquisition Phase
- Knowledge Transition Phase
- Service Takeover Phase
- On-Going Phase
