Purpose:
Section titled “Purpose:”To resolve a problem ticket related to a needed initiative.
Scope:
Section titled “Scope:”All centrexIT employees
Responsibility:
Section titled “Responsibility:”vITMs, Senior IT Manager, Process owners.
Completion Criteria:
Section titled “Completion Criteria:”The eventual closure of the problem record once the initiative has been completed.
Records:
Section titled “Records:”A closed problem work (PRB) record.
Steps:
Section titled “Steps:”- Prerequisites:
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A PRB work ticket in Halo created following KB00032405.
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An identified initiative that requires time to complete.
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Examples include:
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A problem identified as caused by old network equipment.
- Set the ticket to “Non-CAPA initiative” status.
- Update the PRB with the detials of exactly what needs to be done.
- Assign the PRB to the person who is the owner of that initiative. For an internal cIT initiative, work with the senior IT Manager to identify the owner. For a client iniative assign to the client vITM.
- Reach out directly to the Identified owner that has been assigned and get a by-when commitment from them and update the ticket with that by-when date and notate that commitment.
- Assignee will then need to complete the identified initiative. Keep notes of the progress of the initiative in the PRB ticket with updated “by-when” dates. Include relationships to any project requests or projects tracked in other parts of Halo.
- Once the initiative(s) has been completed add notes explaining the resolution of the problem, notify the original requestor, and then set the PRB ticket to “closed” status.
Process References:
Section titled “Process References:”- KB00032405