DMV_CIVLS TSHD Policies and Procedures_061611_v1.4a 2

CONNECTICUT INTEGRATED VEHICLE AND LICENSING SYSTEM (CIVLS)

State of Connecticut Level 1 Help Desk PlanJune 16, 2011, Draft V1.4a

STATE OF CONNECTICUT

DMV MODERNIZATION PROGRAM


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DMV HELP DESK POLICIES AND PROCEDURES MANUAL V1.4A

JUNE 16, 2011

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Revision History

Version DateVersion#

EditorSummary of Changes

Date Approved

12/15/2010 1.0Sandi Springer / Mike Steinson

Original12/15/2010

12/22/2010 1.1 Sandi Springer

Changed minor typing errors – this version was printed for training

12/22/2010

2/22/20111.2 Michael Steinson

Clearer meaning; examples. Removed references to SAIC.

2/22/2011

3/24/2011 1.3 Michael SteinsonModified DMV TSHD Workflow

3/24/2011

3/31/2011 1.3a Michael Steinson3M contact updates

3/31/2011

5/20/2011 1.4 Michael SteinsonContact/ Procedural Updates

5/20/2011

6/16/2011 1.4a Michael Steinson3M contact update

6/16/2011

Document Approvers

Approver Role

Nancy D CIVLS Project Administrator

Melissa C DMV IST Manager

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Document Review ProcessThis document will be reviewed and updated, if necessary, as defined below

As required to correct or enhance information content as CIVLS Release 1 matures Prior to Release 2 with additional information related to Release 2 scope Periodic review

Document Location The most recent version of this document will be filed in the following library:

<Insert Library Reference>

Document Distribution

Recipient Role

Elizabeth K IST DMV TSHD Team

Richard P IST DMV TSHD Team

Raymond P IST DMV TSHD Team

Michael Q IST DMV TSHD Team

Michael D. Steinson IST DMV TSHD Team

Benjamin S IST DMV TSHD Team

Dan Y IST DMV TSHD Team

Anthony F IST DMV TSHD Team

Anthony R IST DMV TSHD Team

Lauren H Business Help Desk Support Team

Cheri G CDSU

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Recipient Role

Anne Marie A DLRS

Peter L Fiscal

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TABLE OF CONTENTS

1.0

PURPOSE.......................................................................................... 3

2.0

OBJECTIVES.................................................................................... 3

3.0

SCOPE............................................................................................... 3

4.0

POLICIES.......................................................................................... 3

4.1 DMV TSHD Contact Information........................................................ 34.2 Point of Contact for additional help desk services..............................34.3 Hours of Operation............................................................................. 34.4 Method of Delivery............................................................................. 34.5 Service Requests............................................................................... 34.6 Call Ownership................................................................................... 34.7 Concurrence on Incident Closure.......................................................34.8 Reopening Requests.......................................................................... 34.9 Metrics – Reports............................................................................... 3

5.0

TOOLS............................................................................................... 3

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6.0

ACTIVITIES....................................................................................... 3

7.0 MULTI-TIER SUPPORT STRUCTURE............................................. 3

7.1 Tier 0 – Business Support Lead......................................................... 37.2 Tier 1 – DMV TSHD Support Team................................................... 3

8.0 ROLES AND RESPONSIBILITIES....................................................

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8.1 Business SME Initial point of contact................................................. 38.2 Business Help Desk Lead ..................................................................38.3 DMV TSHD Analyst............................................................................ 38.4 DMV TSHD Help Desk Lead.............................................................. 3

9.0 SERVICE REQUEST PROCESS FLOWS AND NARRATIVES.......3

9.1 New Incident or Service Request........................................................39.2 Status of Incident or Request............................................................. 3

10.0 TRANSITION TO TIER 2................................................................... 3

11.0 ESCALATION PROCESS..................................................................3

12.0 REMOTE SUPPORT..........................................................................

3

13.0 DESKSIDE SUPPORT.......................................................................

3

14.0 REPORTING

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.......................................................................................3

14.1 Status Reporting.................................................................................314.2 Resolution Reporting for Tranferred Incidents.....................................3

APPENDIX A - PRIORITY LEVEL DEFINITON............................................32

APPENDIX B - PRIORITY LEVEL DEFINITON............................................13

APPENDIX C – FAQS...................................................................................34

APPENDIX D – INFORMATION REQUIRED FOR TRANSFER TO TIER 2 SUPPORT

......................................................................................34

APPENDIX E – TIER 1 SUPPORT............................................................... 36

APPENDIX F – TIER 2 SEVERITY 1.............................................................37

APPENDIX G – TIER 2 SEVERITY 2........................................................... 38

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APPENDIX I – TIER 2 AND TIER 3 (3M)................................................... 30

Appendix J – Tier 0 Procedures........................................................31

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1.0 PURPOSEThe DMV Technical Support Help Desk has developed the processes and procedures herein to respond to issues affecting the Connecticut Integrated Vehicle and Licensing System (CIVLS) and to resolve ser-vice interruption, technical and functional issues and return the system to normal state operations as quickly as possible.

The DMV CIVLS user problems, questions and requests or issue resolution of technical and functional questions is a two-tiered escalation process with a single point of contract support model.

The DMV Technical Support Help Desk (TSHD) will be the contact for Tier 1 support for incident logging, problem support and diagnosis service for end user problems. The TSHD receives, fulfills and closes user requests for service (for example, an informational “how to” request) and incidents. If they cannot directly resolve the incident or fulfill the request, the issue is passed to the Tier 2 or Tier 3 support team for reso-lution or fulfillment.

Supporting the TSHD as a first line of support for questions / incidents related to the business function of CIVLS are designated Subject Matter Experts (SME) and the Business Support Lead. This team is Tier 0 – Self Help/Self Enablement support.

2.0 OBJECTIVES

The DMV user support function will strive to achieve the following objectives:

Provide a point of contact for business related issues – Tier 0 – Business SME / Lead

Provide a point of contact for technical related issues and more complex application issues – Tier 1

Support the move of users to increased self help/self enablement and reduce reliance on and desk side support

Take advantage of tools and technologies to improve productivity and enable the DMV employ-ees to resolve issues within their ability

Build a user help knowledge base including FAQs

Support a broad range of user desktops, with both standard and specialized images and applica-tions

3.0 SCOPE

The scope of this document addresses the support provided for the core CIVLS system application, ancil-lary components (Alfresco) as well as technical infrastructure. Components include the infrastructure envi-ronment for operation of CIVLS and the business functions as they relate to the 3M MVS License and Manage Regulated Businesses (LMRB).

As Release 2 (R2) and Release 3 (R3) of the CIVLS application is deployed, this document will be up-dated to reflect additional processes and procedures related to these deployments.

The services and procedures currently utilized by the TSHD to support all DMV users will continue as they are today and are not covered in this document. In the future, the intent is to incorporate procedures into an overall help desk procedures manual.

4.0 POLICIES

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Policies define criteria that govern how the associated service delivery activities are performed.

4.1 DMV TSHD CONTACT INFORMATION

Phone: 1 860-263-5389

E-mail: [email protected]

4.2 POINT OF CONTACT FOR ADDITIONAL HELP DESK SERVICES

While the scope of this document is Help Desk Services as they relate to the CIVLS Release 1, the DMV TSHD provides a variety of other services.

DMV Technical Support Help Desk Meetings – Mike Steinson is the DMV point person to attend meet-ings, research, review and report out on DMV Technical Support Help Desk (TSHD) meetings. Mike will collaborate with DMV IST, CIVLS and DOIT Teams to review procedures, as well as work with the CIVLS Core Team and 3M.

Server/Network/Printer Environments – Dick Poirier is our Server/network Support Supervisor and he works with Anthony Franceschi. Anthony is also the interim Technical Support Help Desk Team Lead. Both work together and are responsible for hardware, software, active directory, network, printer and re-lated technical services. Requests for service or meetings should be directed to both Dick Poirier and An-thony Franceschi, so they can coordinate assignments and scheduled resources.

4.3 HOURS OF OPERATION

DMV TSHD Hours of Operation:

Monday – Wednesday, Friday: 7:30 a.m. – 5:00 p.m.

Thursday: 7:30 a.m. – 7:30 p.m.

Saturday: 7:30 a.m. – 1:00 p.m.

4.4 METHOD OF DELIVERY

The DMV TSHD will support incoming end user contacts from multiple sources, which may include tele-phone, web (R2-R3 only), Email, or other method as deemed appropriate by DMV.

4.5 SERVICE REQUESTS

The DMV TSHD is responsible for managing all service requests from Authorized Users. Authorized Users are defined as:

DMV employees using DMV Enterprise application

Authorized Business Partners (R2, R3) using the BP Portal

Authorized Business Partners – Dealers, Tax Towns, AAA, etc. using the CIVLS application

Connecticut constituents using CIVLS web services

4.6 CALL OWNERSHIP

Overall ownership of all calls received by the DMV TSHD will remain the responsibility of the DMV TSHD until resolution and/or the call is closed, including all communications and customer satisfaction surveys.

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mailto:[email protected]

The TSHD is responsible for responding to a request for a status of an incident or request by an autho-rized user.

An Incident Record will be created for every call to the DMV THSD, unless a record already exists related to the call. In this case the new call (for example, a status request) will be as-sociated with the original record.

The Tier 1 will make every effort to minimize the transfers to Tier 2.

For all calls, the Tier 1 makes an initial determination of the potential resolution, provides or coordinates the final resolution, provides tracking and makes available relevant information relating to each call.

For calls that arise from, relate to, or impact the in-scope services, the DMV TSHD will log an incident and open an entry (or “record”) in Track-It.

The DMV TSHD should resolve calls requiring Tier 1 support, including providing a transfer to Tier 2.

If the call requires Tier 2 Support, the DMV TSHD will:

Complete the required information (see Appendix D)

Transfer the incident to Tier 2 for resolution

Track the progress of resolution efforts

Escalate incidents to Tier 2 for resolution in accordance with escalation procedures

Upon notification from Tier 2, close the record in Track-IT after verifying resolution and clo-sure with the User via voice or e-mail notification.

For calls that do not arise from, relate to, or impact the in-scope services, the call will be logged and a record will be opened in Track-IT.

The DMV TSHD will route the record with the description of the call to DOIT for resolution and notify the user via voice or e-mail notification.

4.7 CONCURRENCE ON INCIDENT CLOSURE

User concurrence is required for all user-initiated requests. A notification is given to the User notifying him/her of pending record closure. The DMV TSHD will provide the notification to the contact information provided at the time the incident was reported. There will be no e-mailed concurrence when the DMV TSHD closes the record at first contact. The concurrence will be obtained from the User verbally on that call.

4.8 REOPENING REQUESTS

The reopening of a previously closed request is not allowed. A new Incident record will be created and the closed incident record's reference number will be noted in the new record to relate the two requests for history purposes.

4.9 METRICS – REPORTS

The DMV TSHD will track certain statistics to enable feedback to the CIVLS Business Help Desk Lead re-garding additional training that may be required, etc.

The number of calls Sources of Calls (for example, telephone, intranet, e-mail or fax) Average time to respond, e.g. call or visit user if dispatched out Number of calls resolved at Tier 1 Number of calls requiring Tier 2 Support

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Other pertinent information regarding calls and incidents

5.0 TOOLS

The DMV TSHD will use its existing ticketing and issue tracking system – Track-IT. SME’s/BHDL will pro-vide self-enablement tools to end users: Knowledge Base, Training Materials, Help Files, FAQ’s, etc.

Remote control tool currently utilized is TightVNC.

6.0 ACTIVITIES

Tier 0 and Tier 1 will perform initial problem determination and resolution where possible for in scope hardware, software and support services. This process will include the following activities (Note where not specified activities will be performed by Tier 1):

Maintain project library of training materials, QRCs, etc. (Tier 0) Gather the end user inquiry information - (Tier 0, Tier 1) Build and maintain a business knowledge base - (Tier 0, Tier 1) Validate entitlement for service (R2-R3) Determine if the problem is caused by an infrastructure component, software product, hardware,

configuration or usage error with CIVLS – (Tier 0, Tier 1) Open/update request in the ticketing tool – (Tier 0, Tier 1) Update asset information as required Update User Information where required Assign initial severity level based on defined criteria Resolve problems/requests determined to be Tier 1 Transfer problem/request to Tier 2 DOIT as required Provide problem record status, e.g. upon request by user Communicate alerts to all affected parties through service interruption and resumption notices for

general system outages – scheduled and unscheduled Escalate problems, including initiate service outage process Close problem/request records with user agreement

In addition to the above activities, the DMV TSHD will perform the following activities: Build and maintain a technical knowledge base Document and maintain internal help desk processes and procedures Conduct periodic reviews of the information, processes and procedures to maintain currency and

apply lessons learned

7.0 MULTI-TIER SUPPORT STRUCTURE

The overall support structure for CIVLS includes the following levels of support: Self help/self enablement (Business Help Desk Support) – (Tier 0) Problem determination (Tier 0) Problem source identification, remote (Tier 1) Problem source identification, onsite (Tier 1) Problem analysis (Tiers 0, 1, 2) Problem resolution (Tiers 0, 1, 2, 3) Defect Support (Tier 3)

Below is a diagram of the 4 Tiers of support and the transition points.

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7.1 TIER O – BUSINESS SUPPORT LEAD

The DMV internal self-help process at the deployment site is staffed by SME’s supported by the Business Help Desk Lead. Self help includes FAQ’s, Quick Reference Cards (QRC’s), User Guides, “Super Users”, and supervisors. A DMV user who identifies an issue will immediately attempt to resolve the issue by re-viewing process guides, training materials, or discussing the issue with a designated SME or supervisor. If the user cannot resolve the issue using those means, the user should contact the DMV TSHD.

7.2 TIER 1 – DMV TSHD SUPPORT TEAM

The DMV TSHD provides Tier 1 support and is the initial entry point for CIVLS technical and application problem resolution. Tier 1 provides initial troubleshooting and records the problem in the DMV TSHD sys-tem. Trouble tickets that cannot be resolved at DMV Tier 1 will be assigned to DOIT. DMV TSHD will contact the DOIT Help Desk to transfer the problem or issue to DOIT.

Tier 1 support shall include the capture and verification of user data and initial triage of the problem with the goal of resolving the problem at Tier 1. Tier 1 support will perform activities such as user account management (e.g., new, delete, permissions, and passwords), preliminary troubleshooting, relating knowledge of policies and procedures, user assistance, monitoring system performance, logs, and other activities that support daily operations. Tier 1 support will also triage issues such as network outages, ex-pired passwords, or other non-application issues that may affect performance.

8.0 ROLES AND RESPONSIBILITIES

8.1 BUSINESS SME INITIAL POINT OF CONTACT

The Business Subject Matter Expert (SME) is the designated ‘expert’ in their business unit and is the des-ignated contact for questions that may arise in the use of the system. The SME provides business exper-tise in the DMV business policies, processes and procedures as well as how they are implemented in the application. They provide guidance and one-on-one training to the business users in their location.

The SME provides the initial contact for the business user and performs the initial analysis of an issue. If they cannot resolve the issue they refer the issue to the Business Help Desk Lead. Depending on the situation, they may also transfer the issue to the Tier 1 DMV TSHD.

In addition the SME also performs the following activities: Handles inquiries of policies and processes from business unit Provides information and documentation for problems and questions Participates in root cause analysis Tests temporary solutions to identified problems Provides continuous process improvement feedback Provides input into the knowledge base

8.2 BUSINESS HELP DESK LEAD

The Business Help Desk (Support) Lead (BSL) is a resource for the Subject Matter Expert (SME) and as-sists in resolving questions and incidents raised in the business units as they relate to the policies, proce-dures and application. The Business Help Desk (Support) Lead acts as the liaison between the SME or end user and the Tier 1 DMV TSHD. The BSL ensures that problems are properly identified and gathers evidence in the observed behavior of the issue at hand in order to expedite the resolution of the problem

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by the Tier 1 DMV TSHD. The Business Help Desk Lead is well-trained in how the application works and provides a well-documented description of the expected behavior of the system.

The BSL ensures and promotes the correct execution of the business processes as they are implemented in the CIVLS application. From a business perspective, the BSL performs analysis of the types of ques-tions and issues raised by the end user and identifies additional training opportunities

In addition the Business Help Desk (Support) Lead also performs many of the same activities performed by the SME but with a more in depth knowledge of the issue:

Handles inquiries of policies and processes from business unit Provides information and documentation for problems and questions Participates in root cause analysis Tests temporary solutions to identified problems Provides continuous process improvement feedback Provides input into the knowledge base

8.3 DMV TSHD ANALYST

The DMV TSHD Analyst is responsible for managing and resolving CIVLS incidents and service requests. Specific responsibilities include:

Receiving, responding to and recording all requests (including submissions received by automated tools (for example, monitoring), telephone, intranet, e-mail or fax) in the Incident Management tool

Gathering the appropriate information for each request Handling service entitlement failures associated with requests for in-scope services Assessing the urgency, impact and priority of requests according to the CIVLS Problem Severity

Levels (See Appendix A) Fulfilling requests for which the DMV TSHD is responsible for resolution; for example resetting

passwords Documenting all actions taken for the request in the associated incident record Transferring requests to DOIT Informing the CIVLS user of the status of existing requests Contacting the CIVLS User to obtain further information, if needed Performing initial request escalation on behalf of the CIVLS User Obtaining agreement for closing requests fulfilled directly by the DMV TSHD. All other closure con-

currences are handled via an automated e-mail. For incidents resolved directly by the DMV TSHD, validate that the incident record accurately re-

flects the resolution of the incident including proper categorization incorporated into the knowledge base where necessary.

8.4 DMV TSHD HELP DESK LEADThe DMV TSHD Help Desk Lead coordinates the day-to-day execution of the process activities and is re-sponsible for the integrity of the process. Specific responsibilities are:

Supervise DMV TSHD day-to-day activities Escalate exceptions to next higher level of support Advise management of potential major impact to business functions Provide activity reports Provide technical support to DMV TSHD personnel on exceptions Evaluate new projects for potential impact on the Help Desk Determine if new skills will be required Identify changes in volume/staffing/support hours

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9.0 SERVICE REQUEST PROCESS FLOWS AND NARRATIVES

9.1 NEW INCIDENT OR SERVICE REQUEST

Role Step Description

User (CIVLS) 1 Determines the result of the CIVLS application is not expected. Refers fur-ther action to the local Subject Matter Expert (SME).

Subject Matter Expert (SME)(Tier 0)

2 Discussion of CIVLS application issue with local SME and user to deter-mine correct user procedures are followed. If resolution cannot be deter-mined this incident needs to be escalated to the Business Support Lead (BSL). Upon successful resolution of the CIVLS related issue at the SME (Tier 0) level, the BSL would be advised of the issue details and resolution to facilitate building of a FAQ database. If the issue is not CIVLS applica-tion related, the regular notification process to the DMV Technical Support Helpdesk (DMV TSHD) would occur. Typically, this is by phone 860 263-5389, or email [email protected].

Business Sup-port Lead (BSL) (Tier 0)

3 Submit Incident or Service Request

Further diagnosis of the CIVLS related issue is performed by the Business Support Lead (BSL). At this point, the BSL would log the incident in the helpdesk tracking tool, collecting the pertinent user information, the error condition and description of the issue to forward to the DMV TSHD.

USER (Non-CIVLS)

4 Submit Service Request

Upon the user’s discovery of a service or device failure, the regular notifica-tion process to the DMV Technical Support Helpdesk (DMV TSHD) would occur. Typically, this is by phone 860 263-5389, or email [email protected].

DMV Technical Support Helpdesk (DMV TSHD) Ana-lyst (Tier 1)

5 Create Incident Record

Receive the incident or service request and create an incident record to capture and store all incident or service request information, including the information below. Give the Client Requester the incident record number to facilitate future communication about the incident or service request.

The DMV TSHD Analyst will ask the Requester for the following informa-tion:

Name of the affected User Number of users affected Verify contact telephone number Specific system affected details Specific location (site name, room, cubicle number, bay location) Determine severity level (Priority) Incident Record number, where applicable (for example, for escala-

tions, status requests)Note: If the request is being logged on behalf of another person (for exam-ple, subordinate, colleague, superior, etc.), it is imperative that this fact is brought to the DMV TSHD Analyst’s attention to ensure the Incident Record reflects the correct details.

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6 Service Desk Responsible for Resolution?

Determine if the DMV TSHD is responsible for handling the resolution of the incident or the fulfillment of the service request.

If Yes, proceed to #7 Resolve Request

If No, proceed to #8 Refer Request to Appropriate Support Group

7 Resolve Request

If the DMV TSHD has resolution responsibility for the request, attempt to fulfill the request.

Proceed to #10 Resolution Successful?

8 Refer Incident Record to Appropriate Support Group

If the DMV TSHD is not directly responsible for resolving the incident or ful-filling the request, refer the request to the appropriate support group work queue.


9 Appropriate Support Group ProcessFor non-CIVLS application support, DMV Program Development GroupFor CIVLS application support, forward service request to 3M Tier 2. Cur-rent methods are phone and email. All others are referred to DOIT. DOIT Helpdesk Phone – 860 622-2300, 9 3M – [email protected] – 512 913-1350 © MVSS Contact Center - 800 553 1380 Ext 44 [email protected]

DOIT HelpDesk Analyst (Tier 2)or 3M

10Resolution Successful?

Was the DOIT HD, or 3M able to resolve the incident or fulfill the request?

If Yes, proceed to #11 Obtain Requester Concurrence If No, proceed to #14 Escalation Required?

11Obtain Requester Concurrence

Contact the User to obtain concurrence that the request has been fulfilled or that the incident has been resolved to the user’s satisfaction.

Note: This step will only be done by the DMV TSHD Analyst if the Analyst resolves the incident directly. This step will be handled via automated e-mail notification if the incident is referred to a DOIT HD (Tier 2).

User 12Concurrence Provided?

After receiving notification that the request has been fulfilled or that the inci-dent has been resolved, provide concurrence to the DMV TSHD Analyst, if applicable, that the incident record may be closed. If you do not agree that the incident record can be closed (for example, you’re still experiencing a reported incident), then notify the DMV TSHD Analyst so the incident record may be updated.

If Yes, proceed to #18 Close Incident Record If No, proceed to #13 Handle Resolution Non-concurrence

DMV Technical Sup-

port Helpdesk (DMV

TSHD) Analyst (Tier 1)

13 Handle Resolution Non-concurrence

If the User does not concur that the request was resolved satisfactorily, handle the closure non-concurrence issue.

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14 Escalation Required?

Determine if escalation is required to resolve the closure issue.

If Yes, proceed to #15 Handle Escalation.

If No, return to #6 Service Desk Responsible for Resolution? to continue with incident resolution.

DOIT HelpDesk Analyst (Tier 2)

15Handle Escalation

Work with 3M, DMV TSHD Analyst and/or BSL to develop an action plan to resolve the request, develop closure criteria.

16Problem Management Required?

Determine if Problem Management is required to resolve the closure esca-lation issue.

If Yes, proceed to #17 Problem Management

If No, return to #6 Service Desk Responsible for Resolution? to continue with incident resolution.


(Continued)

17Problem Management

Invoke the Problem Management process for assistance in resolving the request closure issue.

Proceed to #11 Obtain Requester Concurrence.


18Close Incident Record

When all request or incident processing is complete and the incident record has been updated to contain all required information, close the incident record.

Note: This step will only be done by the DMV TSHD Analyst if the Analyst resolves the incident directly. If remedial action is not performed by the DMV TSHD, the incident will be closed upon completion notification.


19Handle Incident Exceptions

On an ongoing basis, handle any incident exceptions that arise. Incident exceptions include:

Incidents that are about to breach SLAs Incidents that have breached SLAs End User escalations Unassigned incidents “Bouncing” incidents (incident assignment issue)

Business Sup-port Lead (BSL) (Tier 0)

20 Lessons Learned

Review incidents and resolutions with the purpose to build a user self help resource (i.e. FAQ’s, intranet CIVLS tips, etc.).

9.2 STATUS OF INCIDENT OR REQUEST

The current practice includes contacting DOIT for a status update. In the future DMV TSHD will be granted inquire permission to view the ticket status and resolutions in the DOIT tracking system

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Service Desk An-alyst

1 Update Incident Record to Reflect New Action Taken to Resolve the Incident

As actions are taken to resolve the incident, be sure to record those actions in the Incident Record to kick off an automated e-mail notification to the Re-quester with current status of the incident.

2 TO BE COMPLETED

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10.0 TRANSITION TO TIER 2

In the event that DMV TSHD is unable to resolve the CIVLS issue, they will transition the issue to the DOIT Level 1 Helpdesk (Tier 2) providing the information listed in Appendix D. They will also provide an initial assessment of the Severity Level. For technical areas of DOIT responsibility, DMV TSHD will transi-tion the tickets directly to Tier 2 (DOIT). If DOIT is unable to resolve the issue, DOIT will transition the is-sue to 3M (Tier 3).

Contact Information: DOIT Help Desk 1-800-622-2300 3M Help Desk - MVSS Contact Center - 800 553 1380 Ext 44 3M Helpdesk will respond 24/7 for Severity Level 1 issues and during normal business hours

for all other Severity Levels.

11.0 ESCALATION PROCESS

If any CIVLS authorized user is dissatisfied with service provided by CIVLS, he or she may contact the DMV TSHD to have the issue escalated.

For Business Partners, TSHD will open a new Incident Record or update an existing one and route it to:

CIVLS Project Administrator

Nancy D

[email protected]

(860) 622-XXXX

(860) 463-XXXX (cell)

If Tier 2 does not respond within the required time for each Severity Level, the DMV TSHD will esca-late the issue to:

CIVLS Project Administrator

Nancy D

[email protected]

(860) 622-XXXX(860) 463-XXXX (cell)

3M Contact

[email protected]

12.0 REMOTE SUPPORT

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The DMV TSHD provides phone support and remote control through the TightVNC Tool.

13.0 DESKSIDE SUPPORT

If the issue cannot be resolved via phone or TightVNC, a Help Desk Technician will be dispatched to the user location for resolution.

14.0 REPORTING

DMV TSHD tracks and update and closes tickets locally. Monthly activity reports are delivered to the lo-cal DMV Technology Manager. DMV TSHD will work with DOIT to determine which reports are needed.

14.1 STATUS REPORTING

DMV TSHD contacts the DOIT Helpdesk for status updates.

14.2 RESOLUTION REPORTING FOR TRANFERRED INCIDENTS

The Tier 2 or Tier 3 resolver shall call Tier 1 to report the resolution within one (1) hour of resolution and shall complete a resolution report and submit this back to the State within one (1) day of issue resolution. This report shall include a snapshot of the status report, release notes, and installation instructions.

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APPENDIX A - PRIORITY LEVEL DEFINITON

Severity Definition1 Critical Impact - Issue has a critical impact on end users, rendering criti-

cal functionality of CIVLS substantially unavailable, inaccessible, or inoper-able. Example: entire agency outage, entire application unavailable.

2 Moderate Impact - Issue has a major or moderate impact on end users, materially limiting the performance, functionality, or operation of one or more features of CIVLS. Example: Partial office affected; Partial application down across the agency, multiple users affected.

3 Limited Performance - Issue limits overall CIVLS performance or de-grades the operation of CIVLS to a degree that does not rise to the level of Priority 2.Example: Relatively few users affected, others can perform the function within the location.

4 Non-Critical - Issue requires non-critical or routine operating assistance; e.g., system or application access add or change, or a physical software or hardware installation or upgrade. Example: Workaround available planned future repair.

5 On Hold - Issues that are deferred to a future date for more information, scheduling, or later assignment. Example: User/Technician agree to a future date/time.

Table 1: Severity Level

Note: Severity level 4 and 5 relate to DMV TSHD classifications of their work requests that are not re-lated to CIVLS.

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APPENDIX B - PRIORITY LEVEL DEFINITONBelow is a table documenting the required response time for CIVLS related issues and problems.

Severity Level Response Time

Resolution Time Response Business Hours(All times Eastern)

1 Immediate(15 min)

2 hours to Level 3Permanent solution in 2

days

7 days week/24 hours a day

2 1 business hour 4 hours to Level 3Permanent solution in 4

days

DMV business hours

3 4 business hours 5 days DMV business hours

Table 2: CIVLS Problem Resolution Targets

APPENDIX C – FAQS

This section will be primarily developed from experience of SMEs and Business Support Lead upon re-view of closed DMV TSHD tickets.

APPENDIX D – INFORMATION REQUIRED FOR TRANSFER TO TIER 2 SUPPORT

The following information will be gathered by the first responder and sent forward if the issue is transi-tioned to the next support Tier.

Note: future versions of this document will incorporate this information into the current form.

Intended Audience: DMV Tier 0 – Business Help Desk Lead; Tier 1 Technical Support Help Desk

Description: When a customer reports a problem with CIVLS, ask the following questions to collect infor-mation for incident categorization and resolution.

1. User Contact Information2. Function Affected

___ Account Management___ Audit___ Batch___ Cash Drawer___ Conversion___ Configuration___ Correspondence___ Customer___ Credential___ Error Correction___ Finance___ Fleet Mgmt___ Interfaces___ Inventory ___ Invoice Mgmt___ Prism ___ Reports/Inquiries___ Supplement Mgmt___ Withdraw Plate

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___ Other (describe)

3. Symptoms/Failure Reason4. Observed Behavior (attach screen shots)5. Expected Behavior6. Help Desk actions attempted to correct7. Initial assessment of Severity Level 8. Hardware Problem – Ask questions to diagnose possible network, Printer, Scanner, Monitor or re-

lated hardware problem.

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APPENDIX E – TIER 1 SUPPORT

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APPENDIX F – TIER 2 SEVERITY 1

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APPENDIX G – TIER 2 SEVERITY 2

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APPENDIX H – TIER 2 SEVERITY 3

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APPENDIX I – TIER 2 AND TIER 3 3M

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APPENDIX J – TIER 0 PROCEDURES

Tier 0 Business Help Desk Support Team is listed below:

Name Role Email PhoneLauren H Business Help Desk

[email protected] (860) 263-XXXX (O)

(860) 306-XXXX (cell)Cherri G Commercial Drivers

School Unit (CDSU)[email protected] (860) 263XXXX (O)

Anne Marie A Dealers (DLRS) [email protected] (860) 263-XXXX (O)Peter L Fiscal [email protected] (860) 263-XXXX (O)

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Documents

DMV_CIVLS TSHD Policies and Procedures_061611_v1.4a 2