MSP-04d » Emergency Dispatch

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

IT management capabilities have evolved to the point where many IT incidents can be resolved remotely, without the need for dispatching an engineer to the client's site. However, when dispatch is required, clients expect an organized response focused on restoring service within agreed upon service levels. For on-site response to high-priority incidents, the need for effective coordination and communications is heightened due to the immediate presence of the client and their concerns about the business impact of the incident.

MSP Module 04d, Emergency Dispatch, provides the process framework for responding to high-priority incidents that require on-site technical expertise. It includes procedures for preparation, on-site resolution, provisioning of repair parts, and integration with remote engineering resources. Throughout this process module, the focus is on effective communication with the client, accurately setting expectations and providing updates on service restoration.

This module consists of the Module Overview Diagram plus 7 pages of detailed process maps personalized for your company.

Benefits
Components
  • Improved SLA compliance through tightly monitored incident resolution workflow
  • Effective client communications, reducing frustration during service interruptions
  • Coordinated efforts with well-defined escalation management

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Restore service for high-priority on-site incidents in a timely manner, based on incident priority
  • Resolve on-site incidents in compliance with established Service Levels

At the onset of this process:

  • Dispatcher has assigned service ticket to a Field Engr (or)
  • After-hours On-Call Engr elects onsite resolution
  • Client Svc Rep has conducted a handoff for critical or high-priority tickets
  • Client expectations for response have been set
  • Site visit and facility access has been coordinated with the client
  • Client approval obtained for the dispatch (if required)

Upon completion of this process:

  • Service has been restored and tested
  • Verification has been attempted with the client
  • Service ticket notes and status have been updated and time entered

This process module includes these sub-processes:

  • 04d.01 Preparation
  • 04d.02 Check-In
  • 04d.03 Incident Diagnosis and Troubleshooting
  • 04d.04 Service Restoration
  • 04d.05 Coordinate for Repair or Replacement Parts
  • 04d.06 Schedule Management

These metrics and KPIs provide an indication of process performance:

  • Client Satisfaction - Service Tickets
  • Average Time Logged on Service Tickets (by type)
  • Service Ticket Reopen Rate
  • Service Ticket Resolution SLA Compliance
  • Service Ticket Resolution Time
  • Service Ticket Response SLA Compliance
  • Service Ticket Response Time

Process Overview Diagram