ISAS

1
ISAS Out of Hours ServiceService organisation 1
User call
Triage
1st line Fix
System monitors
2nd line fix
Management monitoring
2
ISAS Out of Hours ServiceService organisation 2

• Calls made by users to a published number if they
  cannot access service.
• Automated system monitors set off by unexpected
  event.
• Triage intercepts call and established cause
  Multiple user problems passed to 1st line support
• First line support diagnosis problem and carries
  out first line fix
• If not fixed First line support calls second
  line support
• Second line support carries out fix or declares
  an outage
• Management monitor supports first and/or second
  line staff if advice is required

3
OOH Triage role
Wait Further Inf
Checks Sys web page
User problem
System unavailable
System OK
Service OK Log call
Triage
Check Availability service
Service failure Check process
Report to level 1 support
4
OOH Triage role

• User perceives problem
• Checks availability on web page
• Contacts triage
• Triage
• Checks system using supplied ID
• Logs successful use rejects call
• Failure to access checks web page, checks
  existing system logs for similar events, notifies
  1st line on call
• Feedback to user logs call

5
OOH 1st line support role
System works back to triage
Automatic Alarm sent
Logs on as user
Call from triage
Logs on as ISAS staff
Diagnostics using script
Alert 2nd Level supp
Fix using script
Status to triage
6
OOH 1st line support role

• Call activated by alarm or triage call
• Logs on as user confirms working or
• Logs on as ISAS support and carries out diagnosis
• Uses script to rectify, reports restore to triage
  or
• Establishes best skills on 2nd line to fix and
  calls, notifies triage, web log logs work done.

7
OOH 2nd line support role
Call from second Line support
Gathers key information
Tests system status
Decides to rectify or hold
Logs actions
Follow up report
Feedback triage
8
OOH 2nd line support role

• Call activated by 1st level response
• Gathers information for diagnosis
• Decides to rectify or declare an outage
• Logs actions
• Creates report
• Feedback to triage, first line and web page