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What Does Good Look Like for an ES and a COL? (triaging problems), How we…
What Does Good Look Like for an ES and a COL? (triaging problems)
ESpec
Identify issue
Ask, probe, clarify, repeat
Check Wiki, Slack, relevant Working Group
If process exists/available, handle or resolve issue BAU
If process not available/unclear - reach out to teammates or COL
Known issue - COL to follow up and provide update via Hypercare
Unknown - COL to advise if ticket needs to be raised by Espec or if COL to raise via Hypercare
Customer
How we Identify, Manage and Solve Technical Problems
Assessment of the effectiveness of this process
Was the information successfully communicated to and from Espec, COL, Dev/Tech team/ WG and them our customers?
Is there a better way to do it?
What are Technical Issues/Problems
Where is this happening?
Kraken
Twilio
Digital Services
Kraken
SAP
LPG
Broadband
Intercom
Are there Basic Troubleshooting/initial steps available to resolve the issue?
How is this being reported?
COL/ES via Slack?
Which Channel?
How is this being actioned? Is there a ticketing system? ASANA, Google Form/Sheet?
How do we provide updates or advise everyone when the issue is resolved?
Slack?
Hypercare StandUps?
Check Slack Workstream or WG process
Wiki
Wiki
Slack
Text Expander
Priorities for Incident Management
P1: Major issue, very important and urgent; needs to be fixed ASAP regardless of what time it occurs. 24x7 support
Example - Kraken is down. Twilio - no calls coming through.
P2: Major issue, however can be fixed as a top priority during business hours
P3 and P4 - BAU. Some features and process not working as expected. Example - My Account. May take days, weeks to resolve
My Account features/functions not working as expected
Performance issues, billing, payment issues
Foundations for Triage - for Newbies
Building Responsibility - do we need to update this with new information?
How do we know if this is effective?
Building Effective Comms Channels (and awareness of them)