SI Escalation Management

Exercise
Kick-off meeting
SM Blueprint

– internal – V. PRIVAL (BO QE) / SM-book kick-off 15/02/20 1

 Incident-Information- and Escalation Management
Exercise

 Focus on a Service you are responsible for (SeM, DeM,

SDeM…or responsible service-co-worker)
 Determine the criticality of your service (like the Service
Manager would consider it with the customer)
 Define/determine relevant samples/circumstantial evidences
for the “Grade of Service Impact” of your service
 Identify the Customer Business Impact by using the matrix
 Mark the “Persons in Charge” who are relevant for your
service on the matrix (on page 8)
 Assess the Incident-Information and Escalation Management
(+ and -)
 Present the main results (flip chart etc.)

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Incident-Information- and Escalation
Management
Memos

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Incident-Information- and Escalation Management
Dimension Criticality
value criticality indices
t  Service/system/tool supports main  Service/systemis essential, to support main business processes of the
critical
business processes of the customer; customer.
 Most important customer services / -  Disruption directlycauses high business losses
systems regarding the business  Legal directives are hurt (as the case maybe with damage of image)
success
 Service/system/tool supports  Main business of the customer is hindered respectivelyimportant
high  important business processes of the business activities are not possible.
customer  Measurable financial losses at the customer

 Service/system/tool with medium  In case of disruption the direct main business of the customer is not
medium importance regarding the business damaged or only to a limited degree (indirectly). No direct business
processes of the customer losses.

 Service/system/tool with little  Service/systemdoes not support main business processes, but secondary
importance (e.g. onlyused in several processes (support processes)
low units)  The business can be done without the service/systemwithout direct
 Little importance regarding the losses of the customer.
business processes of the customer

 Service/system/tool with minor  Business of the customer is not directlysupported

none importance and without essential  Disruption does not damage the business of the customer
relevance to the business processes

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Incident-Information- and Escalation Management
Grade of Service Impact
value service damage (symptoms) Examples/ indices
 Complete service impossible
 Function of the service/system/tool
 Complete cluster respectivelysingle device
critical completelyis not available
 Defined number of (VIP-)users is affected dropped out (incl. APS)
 Tivoli event categoryBLACK
 Single server of a cluster dropped out, high
 Function of the service/system/tool widelyis risk of total breakdown.
high not available  Verylimited response times
 Highrisk of total breakdown  Extensive damage of performance
 Defined number of (VIP-)users is affected  Tivoli event categoryRED
 Function of the service/system/tool partlyis  Single server of a cluster dropped out and

not available mediumto small risk of total breakdown.
medium
 Defined number of (VIP-)users is affected  Single service of a service cluster is not
available (SI-Business).
 Tivoli event categoryORANGE

 Component of a systemdropped out  Defect mouse at desktop-APS

low impacting the function  Tivoli event categoryYELLOW
 Small impact onthe performance
 Alternatives given
 Component of a systemdropped out without  Defect mouse at notebook
impacting the function  No direct impact. Alternatives given.
none

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Incident-Information- and Escalation
Management
Matrix Customer Business Impact (CBI)

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 Incident-Information- and Escalation
Management
Incident and Escalation Levels
Customer Delivery
Information and escalation levels

Customer Head of deliveryEscalation and

Level 4 contact information

Customer Head of the Escalation and

Level 3 contact Industry Unit / information
Regional Manager

Customer Head of DeM Escalation and

Level 2 contact information

Customer DeM customer Escalation and

Level 1 contact information

Project/ User / customers Standard process DeM / SDeM (SI)

service phase Project Manager

Objective: Early information, de-escalation back to the standard

process
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 Incident-Information- and Escalation
Management
Delivery Standardtimes
Management CBI (Customer
CBI high CBI Business
CBI low CBI none
Impact)
- critical4 Act1 medium
level Act1 Act1
/Info2
A (Head of 6 h/
SU) immediatel
y3
B (Head of 4 h/ 48h
SL) immediatel
y No automatical
C (Head of 2 h/ 24h escalation.
BU) immediatel Monitoring
y happens in the
D (Head
* Tightening of by customer specified
rules caused 12h commitments72h regular
must be implemented process.The
organisationally.
delivery standard times represent a non customer specified basic set.
Unit)
1) From the above mentioned date responsibility (acting) happens at the according level.

E (Head
2) Information ofvia eCriDS for every Major6h
trigger 48h
Incident (CBI critical);
Team)
3) Additional to the eCriDS status announcement 3 h later a telephonically status announcement is happening
of SL- respectively BU-leader to the SU-leader
F (Operative)
4) At public effecting Incidents the “red phone“ of TS has to be included additionally ( see
Information- and escalation procedure)
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 Incident-Information- and Escalation
Management
Person in Charge
 !"§==Systems===
Last editing: Name, First Name.
- internal -
Overview: Person in charge regarding Information- and Escalationmanagement for customer/contract:

Info- Delivery-Unit SI Delivery-Unit……… Delivery-Unit……… Delivery-Unit....... Delivery-Unitextern TS-ES-SSM CUSTOMER

Level (e.g. ITO)
A Name ; Name ; Name ; Name ; Name ; Name ; Name ;
Tel.. Tel.. Tel.. Tel.. Tel.. Tel.. Tel..
B Name ; Name ; Name ; Name ; Name ; Name ; Name ;
Tel.. Tel.. Tel.. Tel.. Tel.. Tel.. Tel..
C Name ; Name ; Name ; Name ; Name ; Name ; Name ;
Tel.. Tel.. Tel.. Tel.. Tel.. Tel.. Tel..
D Name ; Name ; Name ; Name ; Name ; Name ; Name ;
Tel.. Tel.. Tel.. Tel.. Tel.. Tel.. Tel..
E Name ; Name ; Name ; Name ; Name ; Name ; Name ;
Tel.. Tel.. Tel.. Tel.. Tel.. Tel.. Tel..
---- Name ; Name ; Name ; Name ; Name ; Name ; Name ;
Tel.. Tel.. Tel.. Tel.. Tel.. Tel.. Tel..

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