Incident Management Process Flow August 20, 2015.

Incident Management Process FlowApril 19, 2023

Firstsource © 2007 | confidential | April 19, 2023 | 2

AgendaAgenda

• Scope

• Process Flow

• Roles and Responsibility

• Bridge Details

• Discussions


Scope of incident managementScope of incident management

• Covers only P1 Incidents

• Covers only P1 Incidents of Firstsource Dependency


Incident management process flowIncident management process flow

Target 10 Minutes Target 25 Minutes Target 20 Minutes

P1 Ticket : CSD assigns

to IM & Local Tech

team

CSD -Call and SMS

Notification:IRT

CSD -Call and SMS

Notification:Incident Manger

CSD -Call and SMS

Notification:Local Tech

Team

Problem Isolation

with the help of IRT:

Telecom /Data/NW/Client

1.Refer to IT service continuity 2.Talk to OPS, if required3.Start IM Report while we fix4. Need be include SME/NOC/CSD/vendor

1.Join the IM Bridge2.Guide Tech team to do problem isolation,3.Refer to KB.

Invoke IT

Service Continuity, if any

Resolved or Work Around

Provided

Closure

1.Update SDM 2. Publish IM report3. Update IM DB

1. Local Team opens Bridge

2. If not resolved or work around provided within 10 min, informs

IM

20:141 Minute

8/28/200735 Minutes

11/1/200755 Minutes

17:3310 Minutes





to IM & Local Tech

team

CSD -Call and SMS

Notification:IRT

CSD -Call and SMS


CSD -Call and SMS


Team

Problem Isolation





Invoke IT



Provided

Closure




IM

20:141 Minute

8/28/200735 Minutes

11/1/200755 Minutes

17:3310 Minutes

Escalation1.Incident Manager2.Site Manager/Program Manager3.IRT





to IM & Local Tech

team

CSD -Call and SMS

Notification:IRT

CSD -Call and SMS


CSD -Call and SMS


Team

Problem Isolation





Invoke IT



Provided

Closure




IM

20:141 Minute

8/28/200735 Minutes

11/1/200755 Minutes

17:3310 Minutes

EscalationNotify and arrange for Alternate resource if IRTDo not join in 10 mints to practice ManagerUpdate SDM every 30Minutes.



• CSD Intimate IM, IRT and Local Tech Team

• Local Team opens Bridge.

• If incident not resolved within 10 minute, will communicate to IM.

• IM and Local Tech Team will ask IRT to join

• Practice Manager will arrange alternate resource if IRT doesn’t join the bridge.

• SDM will join bridge for Incident update.

• Call resolved or work around provided.

• If incident is not resolved or no work around provided, Service Continuity plan will be invoked

• Incident report will be sent across to all stake holders by IM.

• Local Tech takes the responsibility of updating IMS with proper details and send IR report generated to all stake holders for P1 incidents and uploading to KWEB.


Roles and responsibilityRoles and responsibility

INCIDENT MANAGER

• Driving the incident resolution process;

• Communicating to SDM;

• Trend Analysis;

• Communication with the affected parties through the life-cycle of the incident;

• Sending Incident Report within 24 Hrs of the P1 incident occurrence.

IRT

• Assist local team for problem isolation/resolution;

• Bring in and use Vendor Support;

• Work with peer team (EDS/NW/Data/telecom) and resolve the incidents.


Roles and responsibilityRoles and responsibility

SDM

• Update IM about changes in the Process information / SLA.

• Upkeep and Maintaining of Service Continuity plans.

• Operation/client communications.


Roles of Local TechRoles of Local Tech

LOCAL TECH

• Notification and Update

• Problem Isolation

• Real time update to IM

• Collecting error messages, log, tracert details for incidents

• Its mandatory to give error message/tracert/log to CSD if escalating it to client

• Work with IRT Team and resolve incidents

• Updating IMS with correct details and dependency

• Sending Incident report.


INCIDENT MANAGEMENT BRIDGEINCIDENT MANAGEMENT BRIDGE

Chennai Bridge Number


Incident management processIncident management process

Feedback/Clarification/Questions

Mobile : +91 97408 11335

[email protected]


DISCUSSIONSDISCUSSIONS

THANK YOUTHANK YOUFirstsource (NSE: FSL, BSE : 532809, Reuters: FISO.BO,

Bloomberg: FSOL@IN) is among India’s leading BPO (business

process outsourcing) service providers. Firstsource provides

customized business process management to global leaders in the

Banking & Financial Services, Telecom & Media and Healthcare

sectors. It’s 75 clients include six “Fortune Global 500” banks, two

“Fortune Global 500” telecommunications companies and three

“Fortune 100” healthcare companies. Firstsource has a global

delivery model with operations in India, US, UK , Argentina and

Philippines. (www.firstsource.com)

Incident Management Process Flow August 20, 2015.

Documents

incident update

incident report

minutes slide

incident resolution

scope of incident management

p1 incident occurrence

minutes target

local tech team local