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Some Definitions
Problem
A problem is the unknown underlying cause of one or more incidents
Problem Management
The goal of the Problem Management process is to minimise the adverse effect on the business of incidents and problems caused by errors in the infrastructure, and to proactively prevent the occurrence of incidents, problems and errors (Service Support, CCTA, 2000).
Proposal
The Service Catalogue identifies key business services and identifies the Service Manager. See below.
The Service Management Framework v1.0 states that “Problem Management is the responsibility of the Service Manager”. It also states that:
The Service Manager is required to ….. Adhere to Problem Management Guidelines. Refer http://www.itsmproject.qut.edu.au/resources/itsmimplemen/
The Service Manager is responsible for ….. Ownership of problems associated with the service until resolved
The Service Manager has the authority to ….. Pull together the service team to ensure speedy incident or problem resolution
Proposal: Problems should be assigned to Service Managers (or delegate) in the first instance.
The Service Manager IS the Problem Manager.
Delegate could be a Daily Event Coordinator.
If investigations clearly show that further stages of resolution belong in another section then a Problem can be transferred after agreement by both parties and such agreement and communication is stated in the log.
When a Problem requires escalation it will be escalated by the Service Manager to their line manager. The Line Manager is known as the Service Owner.
Proposal: When a problem requires escalation the Problem Manager will escalate to the Service Owner.
The Service Catalogue
Each top level category contains a number of services provided by ITS or IHS.
- Business application maintenance and development
Service |
Service Manager
(Problem Manager) |
Service Owner for problem escalation |
Business Application Management |
Kathy Hessling |
Joe Dascoli |
Oracle Financials |
Kathy Hessling |
Joe Dascoli |
QUT Virtual |
Vanessa Hall |
Joe Dascoli |
Staff e-Portfolio |
Kim Hauville |
Wendy Harper |
StaffConnect |
Kathy Kessling |
Joe Dascoli |
Service |
Service Manager (Problem Manager) |
Service Owner for problem escalation |
QUT Diary |
Jouni Stroja |
Warren Fraser |
Staff email |
Jouni Stroja |
Warren Fraser |
Student email |
Jouni Stroja |
Warren Fraser |
Service |
Service Manager (Problem Manager) |
Service Owner for problem escalation |
AV classroom support |
Alan Rattray |
Gordon Howell |
Conference services |
Alan Rattray |
Gordon Howell |
AV equipment loans |
Alan Rattray |
Gordon Howell |
AV installation consultancy and specialist advice |
John Vikstrom |
Gordon Howell |
Central student computing lab |
Andrew Hunt |
Gordon Howell |
External study support |
Carolyn Cope |
Nicky McCallister |
Lecture video and audio recording |
Alan Rattray |
Gordon Howell |
Central teaching software image maintenance |
Andrew Hunt |
Gordon Howell |
Off-air recording of TV and radio and cable programs |
Ross Hutton |
Gordon Howell |
Tele and video conferencing |
Dennis Clark |
Gordon Howell |
Video and audio editing |
Alan Rattray |
Gordon Howell |
Service |
Service Manager (Problem Manager) |
Service Owner for problem escalation |
Dial-in service |
Peter Kurtz |
Warren Fraser |
VPN |
Peter Kurtz |
Warren Fraser |
Wired network services |
Peter Kurtz |
Warren Fraser |
Wireless network services |
Peter Kurtz |
Warren Fraser |
Service |
Service Manager (Problem Manager) |
Service Owner for problem escalation |
eResearch support |
Joe Young |
Neil Thelander |
Data analysis and visualisation |
Mark Barry |
Joe Young |
High performance computing and research support |
Mark Barry |
Joe Young |
Portia |
Rowan Arndt |
Joe Dascoli |
- Staff and student support services
Service |
Service Manager (Problem Manager) |
Service Owner for problem escalation |
Computer equipment purchasing and advice |
Alison Davis |
Warren Fraser |
IT Training |
Andrew Fiedler |
Avril Grant |
Software acquisitions |
Alison Davis |
Warren Fraser |
Software packaging and deployment |
Alison Davis |
Warren Fraser |
- Teaching and learning systems development and maintenance
Service |
Service Manager (Problem Manager) |
Service Owner for problem escalation |
Data entry |
Shirley Neil |
Nicky McCallister |
Learning and teaching evaluations |
Lynn Aldreman |
Wendy Ha rper |
Multiple choice exam processing |
Shirley Neil |
Nicky McCallister |
QUT Blackboard |
Dianne Nilsson |
Wendy Harper |
Student e-Portfolio |
Kim Hauville |
Wendy Harper |
Service |
Service Manager (Problem Manager) |
Service Owner for problem escalation |
Mobile phones |
Sandra Leslie |
Warren Fraser |
Pagers |
Sandra Leslie |
Warren Fraser |
Telephones |
Jouni Stroja |
Warren Fraser |
Voicemail |
Jouni Stroja |
Warren Fraser |
Service |
Service Manager (Problem Manager) |
Service Owner for problem escalation |
QUT Home site |
Jodie Stuart |
Avril Grant |
Web Governance |
Jodie Stuart |
Avril Grant |
Web Hosting |
Jodie Stuart |
Avril Grant |
Wiki |
Jodie Stuart |
Avril Grant |
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