Service Management

Service Management is provided through the MDM/R Service Desk. User access to this tool requires authorization. The SME uses the ITIL approach to Service Management that aligns IT services with the needs of business.

The MDM/R Service Desk includes documentation and processes for the following:

Incident Management

Incident management defines how MDM/R service recipients and the SME work together to record, classify and manage incidents to restore service, and to fulfill pre-approved service requests. This process is documented in the MDM/R Incident and Problem Management Manual.

Problem Management

Problem Management defines how MDM/R service recipients and the SME work together to identify, define, and resolve problems or known errors within the MDM/R system. This process is documented in the MDM/R Incident and Problem Management Manual.

Change Management

Regular MDM/R software and hardware upgrades ensure the MDM/R operates as designed. The SME is committed to communicating and involving stakeholders in the MDM/R system and document change process. MDM/R service recipients can submit change requests, review existing requests for change (RFC) and sign up to be notified about RFC updates through the MDM/R Service.

This process is documented in the Change Management Manual.

Standard Service Requests

Requests for standard services provided under the Service Level Agreement (SLA) should be submitted through the MDM/R Service Desk. Requests for service will be dealt according to timelines set out in SLA.

Business Continuity

The availability of the MDM/R is essential to LDCs’ meter-to-bill processing. The MDM/R Business Continuity Manual outlines procedures and interactions required in order to restore normal service operations as quickly as possible. It also set out processes that can minimize the business impacts of an MDM/R outage that is expected to last more than 24 hours (defined as a "business interruption event").

The MDM/R Business Continuity Manual applies to the MDM/R Production and Disaster Recovery environments only. The manual does not include procedures for the resolution of incidents or problems that are determined to be within the MDM/R service recipient’s systems or processes – these remain the responsibility of the MDM/R service recipient.

The MDM/R Business Continuity Manual includes four main steps:

  • Planning including proactive, precautionary measures taken by the SME, MDM/R service recipient and their authorized agents •
  • Initial response in reaction to a business interruption or potential business interruption event in order to assess the level of impact and response
  • Recovery with the objective of returning critical MDM/R services to reliable operation within service levels set out in the MDM/R Terms of Service
  • Restoration with a longer-term objective of returning to operations at the primary site or alternate site with the required high availability and disaster recovery protections