SureResponse Implementation
Implementation of
SureResponse is as follows:
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Assign SureResponse Team
Lead |
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Managing
the SureResponse implementation and ongoing operations, the Team Lead
is the final point of accountability for all aspects of SureResponse
performance, delivery, and outcome.
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Develop SureResponse
Implementation and Operations Plan |
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Team Lead
develops implementation and operations plan (includes SLA – disaster
recovery plan is optional).
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Work with client management
and Rational IT account team to develop SLA’s |
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Coordinate with SureStep
Implementation Team(s) for any incidental project work necessary to
secure and |
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stabilize systems prior to
SureResponse implementation. |
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Develop Implementation and
Operations Plans |
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MILESTONE:
Implementation and Operations Plans Approved |
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System Audit and Program
Documentation |
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All
systems to be included in the SureResponse program are audited,
inventoried for asset management, and their profiles added to the
SureResponse R/Net Repository. SLA profiles are built on a
“site-by-site / system-by-system” basis. The disaster recovery plan is
completed (optional).
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All supported systems are
audited, configurations documented, and asset tracking implemented –
all data is |
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recorded in the R/Net
Repository |
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SLA’s are developed and SLA
profiles added to R/Net Profile Repository |
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MILESTONE: Audit and
documentation complete |
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Deploy and Test Remote
Monitoring and Management Systems |
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Remote
monitoring and management systems (includes automated scripts and
on-site escalation process) are deployed and tested.
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Systems deployed |
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Systems tested |
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Final configuration |
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System documentation |
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MILESTONE: Remote
systems fully operational |
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Full System Test |
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The complete
SureResponse system is tested and validated.
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Remote systems operational |
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Portal operational |
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Documentation accurate |
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Escalations operational |
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SLA metrics operational and
tracking |
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MILESTONE: Test complete /
ready for “go-live” |
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Go-live / Shakedown |
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SureResponse
goes live with 30-day “shakedown”
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System goes live |
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Process performance tracked
and analyzed |
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Final modifications to
systems and process |
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MILESTONE:
SureResponse 100% operational |
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Go
Top
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SureResponse
Operational Process
There are two paths that a
support incident may take. The first, described in step sequence “A”
below, originates from the Monitoring System and proceeds from there
to resolution. The second, described in step sequence “B” below,
is generated by the client directly, either via the R/Net portal or by
phone.
“A” Path – R/
Origination
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Step 1A |
Monitoring System
Initiates Alert |
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Alert is
created and logged in R/Net profile Repository
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SLA is activated and
performance tracking begins |
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Step 2A |
Automated
Self-Healing System Engaged |
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Automated
self-healing scripts are run instantaneously and results are logged in
R/Net Profile Repository.
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Incident resolved :
Incident closed and logged – NOTE: incident logs are reviewed for
indications of underlying conditions that may require subsequent
resolution
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Incident not resolved :
Incident is escalated to R/Central support staff |
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Step 3A |
Remote Management
Escalation |
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Incidents
which can not be resolved by self-healing scripts are escalated to
R/Central support staff – support staff have complete access to all
system data in the R/Net Profile Repository.
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Incident resolved:
Incident closed and logged
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Incident not resolved:
Incident is escalated to on-site support staff |
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Step 4A |
On-site Management
Escalation |
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Incidents
not resolved remotely are escalated to On-site support staff (these
may be a mix of Rational IT and client staff).
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Incident resolved
incident is closed and logged
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Incident not resolved
unresolved support incidents are those beyond the scope of
SureResponse; they are, in fact, projects, which are handed off to the
SureStep team. |
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Top
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“B” Path –
Direct Client
Origination
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Step 1B |
Client Initiates
Incident |
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Incident
is created and logged in R/Net profile Repository
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SLA is activated and
performance tracking begins |
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Step 2B |
Remote Management
Response |
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Incident
is assigned to R/Central staff for resolution
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Incident resolved
:
incident closed and logged
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Incident resolved :
incident is escalated to on-site support staff |
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Step 3B |
On-site Management
Escalation |
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Incidents
which can not be resolved remotely are escalated to On-site support
staff (these may be a mix of Rational IT and client staff).
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Incident resolved:
incident is closed and logged
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Incident not resolved:
unresolved support incidents are those beyond the scope of
SureResponse; they are, in fact, projects, which are handed off to the
SureStep team. |
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