MSP-04c » Tier 2 Incident Resolution

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description


Even the most effective proactive IT management cannot completely avoid incidents. When an IT service is interrupted for a client, they expect an organized response focused on restoring service within agreed upon service levels.

MSP Module 04c, Tier 2 Incident Resolution, provides the process framework for incident diagnosis, troubleshooting, and service restoration. It includes procedures for escalation internally, to vendors, and to 3rd parties. 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 10 pages of detailed process maps personalized for your company.

  • 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
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Restore service after a Tier 2 incident in a timely manner, based on incident priority
  • Escalate the incident in a timely manner if it cannot effectively be resolved by the assigned engineer or team
  • Resolve Tier 2 incidents in compliance with established Service Levels

At the onset of this process:

  • Service ticket has been assigned to NOC Engr or other Tier 2 engineer for resolution (or)
  • Service ticket has been assigned to the NOC queue for resolution (or)
  • Incident is escalated from Tier 1 for resolution (or)
  • After-hours on-call engineer elects remote resolution
  • Client Svc Rep has conducted a handoff for critical or high-priority tickets
  • Client expectations for response have been set

Upon completion of this process:

  • Service ticket has been escalated to a 3rd party or the client for resolution (or)
  • 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:

  • 04c.01 Incident Diagnosis and Troubleshooting
  • 04c.02 Service Restoration
  • 04c.03 Coordinate for Repair or Replacement Parts
  • 04c.04 Dispatch Engineer for Onsite Resolution
  • 04c.05 Engage Subject Matter Expert
  • 04c.06 Engage Technology Vendor
  • 04c.07 Escalate to a 3rd Party
  • 04c.08 Handoff to Client Internal IT Support

These metrics and KPIs provide an indication of process performance:

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

Process Overview Diagram