Issue Management Definitions. Incident An unplanned interruption or an issue that arises that is outside of the standard operation of service, and which causes, or may cause, disruption to or a reduction in the quality of services and customer productivity. An Incident might give rise to the identification and investigation of a problem. Incidents are bound by an SLA. Problem An unknown cause of one or more existing or potential Incidents. The cause is not usually known at the time Problem Record is created, and the Problem Management Process is responsible for further investigation. Problems are managed in accordance with 3.3.2 Problem Management and do not have an SLA. Resolution times are subject to business priority and development schedules. Request for change An amendment or change of requirement to an existing BAU service. A request is not classified as an incident, however it is possible that an RFC may arise subsequent to an incident or a problem. A request will undergo an impact assessment, as defined in this schedule, before it is actioned. Question Request for further information, for example guidance “how-to” or enquiries instruction or guidance on design, enhancement requests or recommendations for product improvement. Acknowledgement A ticket is received and an immediate acknowledgement with the ticket reference and instructions of how to follow up is provided via email. Response Time This is defined as the time it takes for the Intelligent Reach Service Desk to respond in person to a Customer once a ticket has been logged in our system. Response time goals are relative to the impact of the reported issue on the customer environment, and measured from the time the incident is created on the helpdesk, until the time the ticket has been assigned to an agent and the customer notified their issue is being addressed. The times provided are our targets, however these are generally exceeded, with the support teams providing constant and regular communication throughout the duration of the ticket life cycle. Target Resolution Time This is defined as the time it takes to resolve the customer’s issue or provide the appropriate information required by the requester. Resolution time is measured from the time an incident is received on the service desk, until the customer has been notified their issue has been resolved. Meeting the resolution time targets are occasionally dependent on customers providing additional information to the service desk to assist their investigation, and wh...
