Incident management at Appy Pie is closely associated with the service desk which is the central point of contact for all users with IT. In case of any failure of service delivery or any disruption at any time of the day, we ensure that the service is restored to normalcy in the shortest possible time. Additionally, any signs or symptoms of a disruptive condition triggers a response to prevent the actual disruption from happening.
Our service desk is the level 1 or first-level support and are responsible for the following activities
- Incident identification – identifying any disruptive incident that has happened or may take place in immediate future
- Incident logging – recording the incident along with the details like time, day, type, symptoms etc.
- Incident categorization – figuring out which category the indent falls in, before assigning or processing
- Incident prioritization – labelling the priority of the incident according to the nature of disruption it has caused or may cause
- Initial diagnosis – observing the first signs, the extent of its impact and the affected elements
- Escalation – in case the incident needs to be reported or assigned to the second line or level 2 support
- Incident resolution – resolve any incident that comes up in the shortest possible time
- Incident closure – the incident is brought to a closure once it has been resolved
- Communication – stay in touch with the user community during the incident lifetime
Second line or level 2 support consists of resources who are technically more skilled than the level 1 support team and are involved in the following activities:
- Incident diagnosis – once the incident has been escalated to them, it is their responsibility to observe the symptoms, extent of impact and the affected elements
- Incident resolution – once the incident has been escalated to them, it is their responsibility to resolve any incident that comes up in the shortest possible time
- Personalized service – sometimes when the incident is more critical than usual, level 2 support may need to fix up a telephonic meeting or get on a video call to hand hold the user through the resolution process
Third-line or level 3 support handles the high priority incidents that need immediate attention and response. These resources have the highest skills and are problem solvers essentially who actively take on the critical incidents and offer an end-to-end solution.
The incident management process
At Appy Pie we have a structured process in place for incident management which brings great process for the company and the clients likewise. Following are the steps of the process:
- Incident identification – incidents come from the users in the form of a ticket and the level 1 support identifies whether it is an incident or a request.
- Incident logging – the incident tickets are logged in by the level 1 support or the service desk along with all the critical information like the user’s name and contact information, incident description, and the date and time of the incident report. Apart from this, the tickets are then categorized, prioritized, and the steps taken are recorded on it.
- Incident categorization – incident categorization helps tracking and may even help the support team with some prior incident resolutions, speeding the process up.
- Incident prioritization – the priority of the incident is determined by the impact it has on the users, the business, and the overall urgency.
- Incident response – this is when the support team can start working on the resolution.
- Initial diagnosis – the users describe the problem and are asked the basic troubleshooting questions.
- Incident escalation – if the incident requires advanced support, the incident may need escalation.
- Investigation and diagnosis – these happen during troubleshooting as the initial hypothesis is proven right. Following the diagnosis, the support team applies the solution
- Resolution and recovery – at this stage the support team confirms that the service has been restored and the incident resolved
- Incident closure – this is where the incident and the user get closure and the incident process comes to an end.
Turnaround time (TAT)
The turnaround time for first response on a user generated ticket is between 1 and 3 hours. The average time taken for satisfactory incident resolution is 24 hours.