Blue Gecko uses proven best practices to perform your Oracle tasks. We work according to the recognized ITIL standard, which is your guarantee for uniformity, predictability, and transparency.
Below you will be able to follow the support procedure phases, from the time your task is assigned to usuntil it is delivered and resolved.
Step 1: Incident Identification -> logging
Incidents will be logged in internally in our ITIL V3 incident management system.
This is to ensure analyses of incident trends and as a minimum date and time, reporter and a description will be noted.
Incidents occurrence can be determined in multiple ways, but preferable monitoring and proactive services will ensure incidents can be solved before users notice.
Notification of incidents creation will be sent as an email and if required follow up by a phone call.
Step 2: Classification-> Prioritizing
Classifying incidents is needed to determine if there are trends in the types of incidents that has been logged.
Classification maps enviroment and components (categories) to the specific incidents.
Prioritization notes criticality and priority and defines the order incidents are addresed.
Criticality (impact): Critical, high, moderate, low and very low.
Priority (urgency): Urgent, high, moderate, low and very low.
Step 3: Investigation-> Diagnosis
Investigation and Diagnosis includes initial investigation and it evaluated if the incident need to be escalated both internally and externally.
We will need to have the full pciture of the incident and its impact before a resolution can be found.
Step 4: Resolution-> Recovery
We will be working on a resolution and recovery and report back to the requester when a solution or workaround has been found. At this point a Problem could be spanned
Step 5: Incident Closure / Evaluation
After recovery its evaluated if the incident was handles satusfactorily.
It is also considered if this is a rcurring issue and if a Problem will be created and root cause analysis initiated.