Responsibility at the technical support level

The objective of incident management is to restore the normal operation of services as quickly as possible and to minimize the negative impact on activities.

Incidents can be separated into two groups: minor incidents and major incidents

To ensure optimal technical support to RUIS McGill users who face a technical problem with videoconferencing equipment, the latter should immediately contact the coordinator of teleconsultation activities who acts as a liaison between users and the CECoT technical support.

Level 1

The main activities are as follows:

  • Receiving requests for assistance by phone with a single entry point (CECoT).
  • Attaching the unique identification code of the request number to the assistance requests.
  • Performing a first level diagnosis to determine the source of the problem.
  • Assigning requests to second level resources if the problem could not be solved.
  • Doing follow-ups to ensure that all requests are processed.
  • Preparing follow-up reports.

Level 2

In case of non-resolution of a first level diagnosis, the telehealth business analyst of the MUHC IT department will take over the assistance request. He will carry out more detailed checks within the RITM network in collaboration with partners like SOGIQUE or suppliers if required.

Level 3

In case of general failure (non-resolution of the problem), the telehealth business analyst of the MUHC IT department will coordinate the required technical resources of external partners (suppliers, SOGIQUE, TCR, institution) until the problem is finally resolved. This could require a change in the IP address programming code, and even the replacement of components.


Important points

1. Minor incidents – The allocation of human resources to various minor incidents is ensured by technical staff that is remotely supported by the event coordinators of the CECoT.

2. Major incidents – The allocation of human resources to various major incidents is ensured both by the chief telehealth technician and the IT technician of the CECoT.

3. The IT technician of the CECoT is responsible for analyzing recurring incidents with the same symptoms (problems) and must propose remedial action.

4. A detailed report must be prepared for all major incidents. The report should include the organizational and clinical repercussions of the incident.