Incident Management

Incident Management is the process used by DevOps and IT Operations teams to respond to an unplanned event or service interruption and restore the service to its operational state.

The purpose of the Incident Management process is to restore normal service operation as quickly as possible minimizing the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Incidents can be reported by end users, CMS, ADOs, QualityNet partners, or automatically detected and reported by event monitoring tools.

An Incident is an unplanned interruption to a technology service or reduction in quality of a technology service. Failure of a Configuration Item or product that has not yet impacted service is also an Incident.

Note: For more details on the Incident Management Workflow Process please refer to https://qnetconfluence.cms.gov/display/HSD/Incident+Management+Process

QUICK START GUIDE

An incident can be submitted by selecting “Something is Broken” from the Service Portal home page.

Log into the Service Portal

Step 1:  Using a Chrome browser, Go to https://cms.okta.com/login/login.htm

Step 2:  Login with your HARP Username and Password, click Sign In

Step 3:  Click on the ServiceNow tile

Step 4:  Now, right click on this URL to open in a new tab or window, https://cmsqualitysupport.servicenowservices.com/sp_ess?sysparm_stack=no
You are now in the ServiceNow portal 

If you are already not logged into CCSQ ServiceNow (with your HARP or HCQIS AD ID)

Step 1:  Using a Chrome browser, Go to https://cmsqualitysupport.servicenowservices.com/sp_ess?sysparm_stack=no

Submitting an Incident from Something is Broken

Step 1:  From the ServiceNow Portal screen, click on “Something is Broken”. 

Note:  You will be redirected to the Incident form.

Step 2:  Enter the measure of the effect that the incident is having on the business in the field called Impact.

Note: The default Impact is 3-Low. You have the option to increase the impact via the drop down (2-Medium or 1-High). A measure of the effect that the Incident is having on the business. Often equal to the extent to which agreed or expected levels of service may be distorted. Together with urgency, it is the major means of assigning priority for dealing with Incidents.

Step 3:  Enter the description to explain your issue.

Note:  The more information you can provide here, the easier time the support organization will have in diagnosing and resolving your incident.  Please add any account information.

Step 4:  When entering keywords in description section, you will receive search results from the Knowledge Base and Service Catalog to help you resolve your issue without submitting an incident. 

Step 5:  Click on the Paperclip Icon to attach a document, file, or image to the form.

Note: Please include any appropriate screen shots and error messages.

Step 6:  Click on the Submit button to submit your incident. Upon submission, the assignment group will receive a notification of your incident.

                Note: You will receive notification via email that this incident was submitted.

FAQs