Incident vs Service Request

When creating new ticket, you need to select ticket type – is it an Incident or Service request. Which type you select, will affect our Response time and assigned agents group – because of that we are publishing Incident and service Request definitions here.

An incident is an unplanned interruption of a service or a decrease in its quality received from Noventiq clients (service incidents), or from systems for monitoring the infrastructure of services provided (infrastructure incident).

Remediation Process:

• Incoming incidents will be validated by the Level 1 (L1) specialist to identify false incidents, duplicate incidents or if no action is required
• If the incident was identified as legitimate, the L1 specialist will create/update an incident in the ITSM tool as identified during onboarding.
• The L1 specialist will investigate the source of the issue and identify applicable standard procedure to resolve.
• L1 specialist will implement standard resolution protocols based on findings from the investigation.
• If testing on the Customer side is required, the L1 specialist will reach out to the designated Customer contact to arrange an appropriate time for testing. Resolutions SLAs, as described in Service Level Agreement, will be considered paused while awaiting Customer response or support.
• L1 specialist will monitor the performance after applying the resolution.
• If no further alert is triggered, the incident is closed in the ITSM tool.
• If the standard procedure fails to resolve the problem, the ticket will be updated and escalated to the Level 2 (L2) engineering team for further troubleshooting and remediation.
• The L2 engineer will investigate the issue and apply identified corrections. If the resolution effort is successful, the L2 engineer will notify the Customer, get an approval and close the incident in the ticketing system.
• Dependent upon the trigger, the L2 engineer may need to escalate the issue to the Level 3 (L3) engineering team or Noventiq SDM to support the investigation and subsequent resolution. The L2 engineer will engage L3 or the appropriate Noventiq Technical architect to resolve the issue.
• The L3 engineer will review actions taken and utilize their advanced knowledge of the respective cloud platform to assist in resolution of the issue.
• The L3 engineer will apply available workarounds, as available. Due to complexities at this escalation stage, the L3 engineer may need to work with a designated Customer contact for testing or to discuss alternative options.

Incident can be closed either after confirmation from the client, or by timeout. Timeout means that if the client does not answer, Noventiq team will close an incident automatically after 7 calendar days. In addition, on the third and fifth day, Noventiq team will send a reminder to the client.

If the standard Remediation Process fails to resolve the problem, the ticket will be updated and escalated to Project Manager/SDM for further redirection according to the Escalation Management Process.

Service requests (SRs) are procedures, as further described below, that are not due to disruption of service (i.e., requests which are not due to any incidents identified in the infrastructure, monitored event, or change requests due to root cause analysis).

• Update member in Mail group
• Create resource mailbox
• Software Package Creation
• MS Teams License allocation
• Need to change credential
• Block email access of end user mobile device
• Add users to security groups
• Other requests will be considered or accepted if the essence of request falls under the description of the service request, or time and effort falls within the SR time allocation

• Customer submits request in the ITSM tool
• Incoming SRs will be validated by the Level 1 (L1) specialist to identify false SRs, duplicate SRs or if no action is required
• If SR was identified as legitimate, the L1 specialist will investigate the essence of the SR and identify applicable standard procedure to resolve
• If necessary, the L1 will work with Customer to obtain relevant details.
• L1 specialist will implement standard resolution protocols based on findings from the investigation.
• The L1 consults with the technical architect or L3 specialist if there will be a material impact on architecture to determine the best course of action or configuration
  • If there is a significant impact on the existing configuration, the Engineering team will propose the recommendations to the Customer for review and approval
  • If approved, the Engineering team implements the change and notifies the Customer of the update
• The Service Desk team closes the SR ticket. SR can be closed either after confirmation from the client, or by timeout. Timeout means that if the client does not answer, Noventiq team will close the SR automatically after 7 calendar days. In addition, on the third and fifth day, Noventiq team will send a reminder to the client