DoIT Shared Tools - Request Intake, Escalation Process, and Service Support

An overview of the Shared Tools request intake process, escalation process, and service support model.

Request Intake

  1. Requests are submitted to help@doit.wisc.edu
  2. Using the Shared Tools Knowledge Base, level 1 Help Desk support staff troubleshoot and resolve requests
  3. As needed, requests are escalated to the Shared Tools team
  4. The traffic manager reviews escalated requests and assigns issues to team members by role
    1. General user questions, training, advanced support requests, and new group, project, or space requests are completed by client engagement and users support
    2. Requests that require a communication plan, differ from the standard SLAs, or, require refinement and scoping are escalated to the Service Coordinator
    3. Application administration or approved changes to the platform are assigned to the Technical Lead

Escalation Process for Outages and Degraded Service

Note: Standard, urgent, emergency, after hours, or holiday request turn around times are documented on the Shared Tools Contact Us page. Detailed service response processes and contact information is maintained in the CMDB/Cherwell.

  1. Email the Shared Tools O365 group: WPSSharedTools@office365.wisc.edu 
  2. Contact the technical lead directly
    1. If unavailable, notify the technical lead's backup
    2. If unavailable or a widespread outage, contact the Service Coordinator and Assistant Director of Web Platform/Services
    3. If the above individuals are unavailable, email the WPS Leads O365 group: wpsleads@office365.wisc.edu
  3. Follow the WPS Situation Response Workflow Quick Guide and WPS Situation/Problem Response Workflow 

Service Support and Backups

GitLab

GitLab Overview of Support
Role Team Member Backups
Service Coordinator Vanessa Taulbee Ben Sousa, Jamie Gutkowski
Traffic Manager Teresa Arauco Vanessa Taulbee
Client Engagement & User Support Teresa Arauco, Vanessa Taulbee Ben Sousa
Technical Lead (Dev/SRE) Ben Sousa John Hare

Jira

Jira Overview of Support
Role Team Member Backups
Service Coordinator Vanessa Taulbee Teresa Arauco, Jamie Gutkowski
Traffic Manager Teresa Arauco Vanessa Taulbee
Client Engagement & User Support Teresa Arauco, Vanessa Taulbee John Hare
Technical Lead (Dev/SRE) John Hare Ben Sousa

Confluence

Confluence Overview of Support
Role Team Member Backups
Service Coordinator Vanessa Taulbee Teresa Arauco, Jamie Gutkowski
Traffic Manager Teresa Arauco Vanessa Taulbee
Client Engagement & User Support Teresa Arauco, Vanessa Taulbee John Hare
Technical Lead (Dev/SRE) John Hare Ben Sousa

Artifactory

Artifactory Overview of Support
Role Team Member Backups
Service Coordinator Vanessa Taulbee John Hare, Jamie Gutkowski
Traffic Manager Teresa Arauco Vanessa Taulbee
Client Engagement & User Support John Hare Vanessa Taulbee
Technical Lead (Dev/SRE) John Hare Ben Sousa

Emergency Backups for All Services

If the above individuals are not available and there is an outage or degraded service, contact the emergency backups and include the primary Technical Lead and Service Coordinator.