Organisation/Team responsible for management of Service Desk requests/incidents.
Escalation Routes
All reports WILL provide a method of raising a Service Desk request for support. Once raised the following escalation routes will be followed.
Issues Reporting (IT Service Desk)
| Stage | Activity | Comments |
| Call Received | Greet & Verify IdentityDocument Caller Details | |
| Problem Identification | Listen & Clarify | Keywords: DataWahouse, DataMart, PowerBI, Company Reporting, Company Data, SQL, Azure, Synapse Provide screenshots of Report / failure |
| Document Issue | Expected Condition: As Found Condition: Gap/Consequence: Actions/Concerns: | |
| Basic Troubleshooting | Standard ChecksKnowledge BaseInitial Resolution | Knowledge Base: knowhow – Where will our knowledge take you? (bmt-dwh-uks-app-wp.azurewebsites.net) |
| Escalation Criteria | Assess ComplexityUnresolved Issue | DataSource failures |
| Escalation Process | Document StepsInform CallerEscalate to SME/Tier 2 | Escalate to Data Engineering or Report Owner |
| Follow-Up | Update CallerConfirm ResolutionClose Ticket | Data Engineering will raise Bug Ticket in myBMT myBMT | Dashboard (bmt-dwh-uks-app-my.azurewebsites.net) |
| Post-Resolution | Collect FeedbackUpdate Knowledge BaseReview & Improve | Data Engineering will update knowhow with learning |