Our team and the help desk utilize the following questions when trying to prioritize our work or when establishing incident impact and urgency.
- Is the device labeled critical in CMDB?
- Do you have another computer or printer to use?
- Is this affecting multiple users or an entire department?
- Is this affecting patient care, or is this mission critical?
- Is this affecting your workflow? Some? Most? All?
- If after hours, can this wait until the next business day?
Every workstation we support has a yellow sticker on it. On this yellow sticker is a workstation ID. When calling the help desk or using employee self-service (ESS), please be ready to provide this ID to the helpdesk representative or on the ESS website when entering an incident. The workstation ID helps to escalate the incident to the appropriate workgroup support team. We also use the Configuration Management process to identify some workstation IDs as critical devices. If you happen to contact the help desk from one of these critical devices, the incident will be escalated even quicker and prioritized higher.
We also have an automated paging system called AlarmPoint that notifies our teams about Critical and High priority incidents during normal business hours of 7:30 a.m. to 4:30 p.m. Monday through Friday and during our on-call hours. We have several tiers of support that start with Tier 1 and eventually escalate to our management team for resolution.
If I report an incident outside of normal business hours, how quickly should I get a response from a support team member?
Our support team members have 15 minutes to respond during on-call hours for critical- and high-priority incidents. If they fail to respond, the incident is escalated to our next support tier and, again, to our management team if necessary. If staff is required to come onsite to resolve a problem, it may take up to three hours.
Yes, if a customer contacts the help desk regarding an open incident and there is no information is in a journal regarding the status or on the work currently in progress, the incident is escalated to the management team. If a customer contacts the help desk regarding an incident and wishes to change the urgency, the incident is escalated to management. We do these two particular steps to make sure the incidents are handled properly and staff has sufficient resources assigned to them in order to complete tasks on time.
Incidents for our field support team are prioritized based on the impact and the urgency of the issue. The following table outlines some default urgency examples that we have worked on with our helpdesk team as guidelines for placing incidents. The goal is to make sure we prioritize incidents properly in order to achieve a high level of service for our customers.
- Unscheduled downtime of department server or central server
- Problem affecting entire department or multiple users
- Security compromise of workstation
- Customer under deadline for critical department operation or task
- Customer is unable to send or receive email
- Problem with application that is critical to customer
- Workstation does not boot up
- Loss of critical network printer
- Loss of critical network drive mappings
- Non-critical resource unavailable
- Application problem that does not interfere with critical functions
- Remote access is unavailable
- Printer not printing in single application
- Request is specified non-urgent by customer
- Hardware or software installations and/or recommendations
- Computer setups and installations
- New user account creations
- Request for other services
- Hardware installations or upgrades
- Computer moves
- Requests for information
We are also able to tailor these urgencies for customers based upon clinical and business needs in a department. We often find that some departments have unique needs, and we customize these guidelines to improve our incident call escalation, prioritization, and resolution.
The ID on the label is the workstation name. Each workstation could be a desktop, laptop, tablet or any other miscellaneous device. Our team follows a predefined naming convention for this label.
Our staff has tools that can allow them to restore files very quickly from hourly based snapshots for the past 72 hours or snapshots from the last 30 days. If the problem is related to file access, our team can help resolve the issues, as well. To ask for this service, please place an incident for our helpdesk support team.