| B6 Communication related to exceptionsIn this context an exception refers to any occurrence that is outside normal or expected activity or performance. The most common form of exception is an Incident (which is covered in detail in section 4.2 of this publication). There are other exceptions that do not necessarily go through Incident Management, such as a process exception (which will be handled in the context of that process or by a Quality Assurance process); a team, department or individual whose performance is not up to standard (which will be handled through HR disciplinary procedures); or an exception to a vendor’s contractual performance. Although these are not all directly related to Service Management, they will add overheads to the level of communication required of staff during the Service Operation phase.
| Purpose
| Communication during or after exceptions is aimed at:
- Informing the appropriate people of the exception
- Assessing the significance, severity and impact of the exception
- Ensuring that resources with the appropriate skills and seniority are involved in resolving the exception and taking action to prevent future recurrence
- Providing updates to stakeholders that are affected by the exception
| | Frequency
| This type of communication is reactive and ad hoc, in that it does not occur unless there is an identified exception or the risk of an exception. The frequency is thus directly proportional to the frequency of exceptions.
Once an exception is detected, the frequency and content of communication will be determined by the impact, urgency and severity of the exception.
| | Role Players
| The exact role players will depend on the type and extent of the exception, but could include:
- Incident Management
- The Service Desk
- Problem Management
- Process owners (if the exception relates to process performance)
- Departmental managers or team leaders
- SLM
- Human Resource Management
- Technology Managers and experts
- Vendor account management staff
- Vendor technical experts
| | Content
| - Description and assessment of the exception
- Assessment of the impact. This will typically involve communication with the stakeholders who are affected by the exception
- Estimation and then confirmation of the cost of resolution
- A decision on what action will be taken
- Communication of the decision taken. This is likely to be in a number of formats. For example the communication to customers is likely to contain an apology and a high-level overview of what is being done to resolve the exception. A communication to the people who are expected to resolve the exception will be more detailed and will contain clear actions and timelines
- Confirmation that the exception has been resolved
| | Context/sources
| - Process Reviews
- Change Reviews
- Service Level Reviews
- Events
- Trend Analysis of processes, devices, team performance, etc.
- Incident, Problem and Change Records
- Customer satisfaction surveys.
| Table B.9 Communication during exceptions
Date: 2014-12-29; view: 892
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