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OLA and UC Monitoring (process SO 2.8)

One measure of the successful resolution of incidents is the performance of the individual support groups and applicable vendors. The performance of support groups is measured by targets set up within Operation Level Agreements (OLAs). The performance of vendors is measured by targets set up in the Underpinning Contracts (UCs).

The Incident Coordinator monitors all incidents assigned to the support group and applicable vendors. Performance is tracked until incidents are resolved or escalated to meet targeted agreement dates and times. The target date of an OLA and UC usually depends on the priority and category of the incident. The Incident Coordinator can escalate an incident to the Incident Manager if the target time has been or is about to be exceeded.

You can see the details of this process in the following figure and table.

The OLA and UC Monitoring workflow is illustrated in the following figure:

OLA and UC Monitoring process

Process ID

Procedure or Decision

Description

Role

SO 2.8.1

Check status and progress of Incident resolution

Check status and progress of incident resolution. Verify that the incident will be resolved before the target date and time specified in applicable Operation Level Agreement (OLA) and Underpinning Contract (UC).

Incident Coordinator

SO 2.8.2

Assigned Incident Analyst available?

External circumstances (for example, end of work shift, illness, or holiday) could cause an assigned Incident Analyst to become unavailable. If the Incident need to be assigned, SO 2.8.3. If not, go to SO 2.8.4.

Incident Coordinator

SO 2.8.3

Reassignment required?

If yes, go to SO 2.2.4. If no, go to SO 2.8.4.

Incident Coordinator

SO 2.8.4

OLA or UC breached?

If yes, start the Incident Escalation process (SO 2.6.6). If no, go to SO 2.8.5.

Incident Coordinator

SO 2.8.5

OLA/UC breach within 1 hour?

If yes, go to SO 2.8.6. If no, go to SO 2.8.8.

Incident Coordinator

SO 2.8.6

Get status update from Incident Analyst and Vendor (if applicable)

Contact the assigned Incident Analyst to receive a status update of the incident. If the incident is reported to a vendor, contact the vendor for a status update.

Incident Coordinator

SO 2.8.7

Will the incident be solved on time?

The Incident Coordinator estimates whether or not the incident can still be resolved on time. If yes, go to SO 2.8.1. If no, go to SO 2.6.6 to determine the expected resolution time.

Incident Coordinator

SO 2.8.8

OLA/UC breach within 4 hours?

Does the incident need to be resolved within 4 hours to reach the OLA/UC target date/time? If yes, go to SO 2.8.9. If no, go to SO 2.8.11.

Incident Coordinator

SO 2.8.9

Get status update from Incident Analyst and vendor (if applicable)

Contact the assigned Incident Analyst to receive a status update of the incident. If the incident is reported to a vendor, contact the vendor for a status update.

Incident Coordinator

SO 2.8.10

Take follow-up actions if required

The Incident Coordinator determines whether follow-up actions are required to resolve the incident according to the OLA/UC. If required, the Incident Coordinator performs the required actions.

Incident Coordinator

SO 2.8.11

OLA/UC breach within 1 day?

If yes, go to SO 2.8.9. If no, go to SO 2.8.12.

Incident Coordinator

SO 2.8.12

Incident closed?

If yes, no further action is required. If no, go to SO 2.8.1.

Incident Coordinator

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