Incident Management (IM)

Introduction
The module is part of the Frontend Management cluster which provides for the management of the banking outlets, cash machines, (night-deposit) safes, retail shops and retail safes. IM contains the management of incidents related to cash machines.

Business context
The availability of cash machines such as an ATM or deposit machine is influenced by the proper functioning of the machine. In practice machines require maintenance which is split into first-line and second-line maintenance. First-line maintenance can be carried out by a CIT or bank employee. Second-line maintenance typically requires the machine manufacturer or vendor to go onsite to solve the problem.

Description
A cash machine malfunctioning in many cases will generate an error code and send this code to the MM module. In some cases the malfunctioning of a machine will be determined by a branch employee or other local staff. This also depends on the frequency the machine is able to send error codes to the MM module. Within the MM module the machine error code is interpreted and the machine will show offline with the related reason and error code.

An incident is created either automatically from the MM module or manual in the IM module by a local or central user. The incident relates to a cash machine and is visible in the incident monitor. The service level agreement for the incident is taken from the Contract Management module and used for continuous measurement.

The incident leads to an order for maintenance with a profile of activities relating to the error code. The service/maintenance team receives the order on their handheld and performs the associated work. If the manufacturer or vendor is required for a second-line maintenance order, a message is forwarded to the manufacturer with the incident details. The handshake with the manufacturer is made and a time is agreed upon. Any consumables required for the service (such as a printer roll) are registered on the handheld device. After completion the order is typically completed and the incident is closed with registration of the actual work performed.

The module reports incident performance against the agreed service levels per client.

Module input
· Location opening times and settings
· Machines malfunction codes
· Service level information

Module output
· Orders for first- and second-line maintenance

User profile
Maintenance Manager, Bank branch manager, Manufacturer, Engineer

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