3rd party process flow needed

[Ormondo]

Hi there,

I was wondering if any has a process flow diagram covering 3rd parties in relation to incident management.

I just need somewhere to start and then fit into a model for my company.

Can anyone help please?

[jpomales]

If you're looking for the way an Incident should be transferred between an external and an internal support group, then it should be easy to design. The flow should not be very complicated. If you have access to the ITIL Service Support book (the blue book) there's an excellent diagram that should help. If you don't, send me a PM and I'll copy it for you.

Keep in mind that if you have a relationship with an external contractor, SLAs (which would normally be OLAs if the support groups were internal) should be in place. These SLAs should detail how the relationship will be governed, response times, etc.

Hope this helps.

Regards,
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[Roger]

(errrrr... jpomales - I don't want to be a stick in the mud - but remember that it is illegal to copy and distribute material from the text books.. it's a breach of the OGC Copyright on the material)...

I'd suggest purchasing a copy for your own library.

[jpomales]

Not literally of course. It's not terribly complicated to come up with that workflow!
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[Joel_R]

Incident management isn't just one process family... it is three. We call them:
Incident - interruption: those are the "I can't" workflows
Incident - event: those are the "We can't" workflows
Incident - request those are the "I want" workflows

keep this in mind as you are building yours, especially with a third party!
J
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Joel Ramseyer
Service Architect & Founding Partner
The Diagonal Group
joel@thediagonalgroup.com

[jpomales]

Joel, that's an interesting aproach.

But when you call an Event 'We can't' are you saying that this is a massive, unexpected (either or both) systematic (server, device) event/incident??

So giving your approach some thought it could be that, some of those 'We cant's' (Problems) are transformed into 'I can't' Incident.

Or something.

I like your approach.

And your name! Keep it up!
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[Joel_R]

Yep, you are following... an event is a large-scale "interruption"... it can be planned or unplanned. When you think it thru in this manner, it is obvious the workflow is vastly different for events than simple interruptions.

Now, as for "Problems"... think of them as patterns in your incidents... patterns in "interruptions", patterns in "events", and patterns in "requests"...

What do ya think?

J
_________________
Joel Ramseyer
Service Architect & Founding Partner
The Diagonal Group
joel@thediagonalgroup.com

[jpomales]

I agree with the approach. Although calling it 'patterns' is a bit odd for me. But it's just the name mind you, not your approach.

So basically when you detect patterns in your various Incident types you start Root Cause Analysis on them to prevent them from recurring, right? From that to Change Management and so on...

I like your approach, man.
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[Joel_R]

Thanks for the compliment, you are spot-on!
now on to making it come to life.

All the best!
J
_________________
Joel Ramseyer
Service Architect & Founding Partner
The Diagonal Group
joel@thediagonalgroup.com

[javierarcal]

Hi Joel,

Take care that third party support groups could be implied for both problems and incidents, in my experiencie what I have found most difficult is to control simultaneously your SLA with your customer and your UC (Underpinning contract) with your third party provider.

Sometimes it is quite difficult to have two different clocks running to control SLAs and UCs,of course it depends a lot on the tool you are using for tracking incidents and problems live cycle.

Good Luck

Javier
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--
Javier G. Arcal
PhD Engineer by Universidad Politécnica de Madrid
ITIL V3 Accredited Trainer
ITIL Service Manager® Certified by EXIN
ITIL Foundation® Certified by UK ISEB
ITIL Consultant and Trainer
Email: javier.arcal@gmail.com
MSN: javierrmad

[jpomales]

Not to mention any internal OLAs you have in place!
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