DHCP, Task: Respond to daily service request

Task: Respond to daily service request

Purpose

Make sure all incidents are answered and there is an incident owner responsible for the incident life cycle. This serves the organization in two ways:

• The customer understands that when an incident is reported, he or she will receive confirmation that someone from the incident management team has reviewed the request. This ensures that customers will continue to use the organization’s incident support channel.
• Each incident will have an owner responsible for collecting background information and doing preliminary troubleshooting. The owner is responsible for contacting other technical specialists to assist the customer in documenting the incident, resolving the incident, and making sure contributing technicians comment their information to the incident request. This ensures there is a single point of contact for the incident from the customer's and from the organization's perspective.

Procedure 1: Acknowledge receipt of service request

1. Send customer e-mail confirming receipt of incident request.
2. Give the customer an incident case number prior to collecting data and troubleshooting the incident.

Procedure 2: Document incident

Document the problem, system affected, actions taken to troubleshoot, and plans to resolve the incident. The following are systems that may be affected in a DHCP server environment:

• ● DHCP server
• ● Scopes
• ● Permissions
• ● Reservations
• ● SuperScopes
• ● IP/Config/Options

Procedure 3: Update customer on status of incident

Send customer e-mail confirming the problems, system affected, actions taken to troubleshoot, and the current plan to resolve the incident. If another technician is involved in troubleshooting, make sure his or her notes are part of the case documentation.

Procedure 4: Close incident

If the incident is not resolved on the customer’s initial request for incident management, follow up with the customer and other technicians until the incident is resolved.

Dependencies

• Incident ticketing system.
• An SLA on how customers request incident management, that is, by e-mail or service phone number.

Technology Required

• There are third-party tools that provide incident management ticketing functionality.
• An Access or Microsoft SQL Server™ database may also be used to create incident tickets.