MSP-04f » 3rd Party Incident Resolution

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

 

As manager of the client's IT infrastructure, the provider will often be called upon to manage the efforts of other IT suppliers on behalf of the client. These suppliers may include application support, ISPs, cloud solution vendors, or technology vendors. Lacking the ability to ask the right questions and knowledge of the appropriate escalation path, clients look to the provider to coordinate 3rd party actions to restore service as quickly as possible. The also expect timely status updates on resolution progress.

MSP Module 04f, 3rd Party Incident Resolution, provides a framework for working with 3rd parties to improve resolution times and increase client satisfaction. This module includes processes for ticket initiation and service restoration for two situations: (a) when the 3rd party's service ticketing system is separate from the provider's system, and (b), when the provider's ticketing system is integrated with the 3rd party system. This process module addresses escalation within the vendor and the capture of lessons learned from inadequate support experiences.

This module consists of the Module Overview Diagram plus 6 pages of detailed process maps personalized for your company.

Benefits
Components
  • Fully coordinated resolution of 3rd party actions, resulting in shorter resolution times and reduced impact for your clients
  • Lessons learned documented to improve future response and interaction with 3rd parties

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:

  • Coordinate 3rd party actions necessary to restore service as quickly as possible, based on the priority of the incident
  • Effectively communicate the status of service restoration to the customer
  • Accurately document the actions taken to restore service
  • Capture lessons learned to reduce the number of 3rd party escalations

At the onset of this process:

  • Client Svc Rep or Assigned Engr determines that a supplier or vendor has primary responsibility for incident resolution
  • Client expectations for response have been set

Upon completion of this process:

  • Service is restored
  • Verification of service restoral with customer
  • Service ticket updated with incident notes
  • Service Level Breach investigation initiated (if warranted)
  • Improvements in service delivery capability initiated to reduce 3rd party escalations

This process module includes these sub-processes:

  • 04f.01 Ticket Initiation - Separate Ticketing
  • 04f.02 Service Restoration - Separate Ticketing
  • 04f.03 Ticket Initiation - Integrated Ticketing
  • 04f.04 Service Restoration - Integrated Ticketing
  • 04f.05 Escalation of 3rd Party Support Issues
  • 04f.06 Lessons Learned From 3rd Party Support Incidents

These metrics and KPIs provide an indication of process performance:

  • Client Satisfaction - Service Tickets
  • Service Ticket Resolution Time
  • Service Ticket Response Time
  • Supplier SLA Compliance
  • 3rd Party Escalations

Process Overview Diagram