Attachment 29 - EOC-NSD-SOP-SBO-22-103-Request-Fulfillment.pdf

Request Fulfillment EOC Standard Operating Procedure

August 2022

Produced by:

Enterprise Operations Center Department of Technology Services Administrative Office of the U.S. Courts One Columbus Circle, NE Washington, DC 20544

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FOR OFFICIAL USE ONLY

Request Fulfillment: EOC Standard Operating Procedure

Final Authorization and Approval Signature

Office Chief, Enterprise Operations Center

Deputy Office Chief, Enterprise Operations Center

Division Chief, Enterprise Operations Center Infrastructure Operations Division

Division Chief, Enterprise Operations Center Support Services Division

Chief, Enterprise Operations Center Continual Service Improvement

Table of Contents

1 Overview

2 Guiding Principles

3 Process Overview

4 Roles and Responsibilities

5 Service Level Commitment

6 Quality Assessment

7 Revision History

1 Overview This document details the Enterprise Operations Center (EOC) procedures for managing the Request Fulfillment process.

This document applies to all EOC personnel who are responsible for operating/managing the Request Fulfillment process. The EOC Infrastructure Operations Division (IOD) [including the Network Management Facility (NMF)], EOC Support Services Division (SSD) [including the National Service Desk (NSD)], and EOC Continual Service Improvement (CSI) team will review this document once per fiscal year.

2 Guiding Principles The guiding principles for the Request Fulfillment process include:

• One standard Request Fulfillment process is defined and used to support all Information Technology (IT) service users.

• The EOC manages, tracks, escalates, closes, and communicates status for all request records, and they are responsible for all request assignments.

• All requests logged in the IT Service Management (ITSM) system are prioritized, and their solutions are recorded.

• All information added to the request record uses correct grammar, punctuation, and spelling, and is detailed and relevant.

• Request fulfillment occurs under an agreed upon criteria that aligns with overall Organizational Level Agreements (OLA), Service Level Agreements (SLAs)/Service Level Commitments (SLCs), and objectives.

• The EOC makes a good faith effort to contact the customer to confirm fulfillment before officially declaring requests fulfilled. If the users do not respond after three attempts, the EOC closes the Request Tickets as fulfilled.

3 Process Overview The NSD processes all support requests during businesses hours. The NMF serves as the Tier 1 support for Network Infrastructure and Network Security as well as the after hours service desk on behalf of the NSD. The Request Fulfillment Process is as follows:

4 Roles and Responsibilities The EOC uses a Responsible, Accountable, Consulted, Informed (RACI) matrix to lay out the responsibilities for each role and activity. The Request Fulfillment Reporting, Recording, Classification, and Processing RACI matrix is the same for all urgency levels.

The following table defines the elements of the RACI matrix:

NOTE: During business hours, the NMF fulfills the role of Tier 1 support for Network Infrastructure and Network Security issues. After hours, the NMF serves as the primary service desk on behalf of the NSD.

The Reporting, Recording, Classification, and Processing RACI matrix for Request Fulfillment is:

Activity Court Tier 1 NMF After Hours

Tier 2/3

1) Submit the Service Request R R, A R R

2) Standard NMF Process R, A

3) Determine Who Processes the Service Request (SR) R, A R

4) Process Request – Tier 1 R, A R

5) Confirm SR Fulfillment – Tier 1 C R, A

6) Process the Request – Tier 2 I R, A

7) Confirm SR Fulfillment – Tier 2 C I R, A

8) Close Ticket R, A

5 Service Level Commitment The OLA for each service defines applicable service offerings and their quality levels. Service offering definitions use the following parameters:

• Description of request

• Action owner

• Fulfillment time

• Ticket Update Frequency

Responsible (R) Those who do the work to achieve the task. There is at least one role with a participation type of responsible, although others can be delegated to assist in the work required.

Accountable (A) The one ultimately answerable for the correct and thorough completion of the deliverable or task, and the one who delegates the work to those responsible. In other words, an accountable must sign off (approve) work that responsible provides. There must be only one accountable specified for each task or deliverable.

Consulted (C) Those whose opinions are sought, typically subject matter experts; and with whom there is two-way communication.

Informed (I) Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication.

6 Quality Assessment A critical component of successfully meeting service level targets is for the IT organization to hold itself accountable for deviations from acceptable performance. This is accomplished by producing meaningful reports, studying Key Performance Indicators (KPIs), looking for trends, and taking measures to ensure Acceptable Quality Levels (AQLs) are consistently met. CSI creates reports and dashboards and reviews them regularly in accordance with the measurement plan. All relevant assessments, measurements, and KPIs will be reported during the monthly Customer Journey Review meeting, and as needed. CSI will provide regular process quality and performance assessments as required by EOC leadership.

7 Revision History

Version Date Revision

1.0 June 3, 2022 Initial Release

1.1 August 1, 2022 Added a signature line for Continual Service Improvement and added an R for Tier 2/3 in section 4.0.