Mission: To provide Johns Hopkins Medicine and University Information Technology customers with a single point of contact for It/Network related questions or problems, with immediate resolutions or escalation to second and third level support. Services provided: - Central call center for 5-, 6-, or 7-HELP(4357)
- Triage of incoming calls
- First level resolution (e.g., password/printer/record/account resets, basic use of supported applications and products - e.g., HIP, Clinical Systems, email, JHED, Raul, Financial Systems, Student Systems, etc.)
- Central contact for problem status
- Dispatch of problems to second and third level support
- Problems tracking and trending
Customers can expect prompt, courteous response to their calls. Level one problems are normally addressed during the initial call. Any problems that cannot be addressed quickly will be dispatched to second and third level support. All problems dispatched to second and third level are assigned a priority when entered into the problem database.
The priority of a support request determines the responsiveness. The following outlines how priority is determined for a problem: Priority 1: The highest severity assigned, where there is an extensive service disruption and customer functions are disabled. Priority 1 status is assigned when there is a network outage, when an application is unavailable, when a platform is unavailable, when a department’s operations are severely impacted, or when patient care is directly affected. In addition, there are certain situations that have been identified as being priority 1 status that fall outside of the above guidelines. These situations are Ordernet printers, BDM printers, Vision printers, and BMC ED Keane printers. Support personnel respond to priority 1 problems within 15 minutes, during normal business hours (07:00 to 17:00). After normal business hours, verbal response time is within twenty minutes, with onsite response within two hours, if problem cannot be resolved from home. The problem will be worked around the clock until resolution. Priority 2: Described as a critical problem where customer service is impaired, but not disabled. A work around is available. In addition, production abends and viruses are also assigned priority 2 status.
Priority 2 problems are responed to within twenty minutes, during normal business hours. After normal business hours, response time is within twenty minutes, with onsite response within four hours. For abend recovery, verbal response time after hours is within twenty minutes, onsite within an hour, if the problem cannot be resolved from home. Priority 3: Priority 3 problems are non-critical problems, usually affecting a single customer, which are scheduled for correction.
Priority 3 problems response is within 8 business hours. Calls received after hours or on weekends are responed to the next business day. NOTE: The above descriptions are guidelines for assigning a priority to a problem. If it is unclear what priority to assign a problem (the problem seems to fall between two definitions), the higher priority is assigned. In addition, there will be situations where common sense will dictate assigning a higher priority to a problem. Second/Third Level Support Calls that cannot be handled at the first level will be dispatched to second and third level support groups. These groups consist of other entities of Information Technology. The second level personnel analyze and diagnose the situation while the third level personnel focus on the immediate fix to mission critical support issues. Services provided by these groups are specific and range from visiting the desktop to ensuring the network connectivity to Applications Development restoring availability of their application. Solutions are reached based upon the criticality and complexity of the situation. In addition, some departments have contracted for specific/extended levels of service, which are outlined in the contracts. Kevin J. White
Manager of Support Center
Johns Hopkins @ Mt. Washington
5801 Smith Avenue, Davis Bldg.
Suite 001, 122
Baltimore, Md. 21209
(410) 735-4012
kwhitea@jhmi.edu |
