Interim major incident management process Support team responsibilities

RMIT University©2011 Information Technology Services 2 Objective  Restore service with minimal downtime  Effective communication  Ensure and create an environment for support team to fully focus on the incident TaskIs New? IT Helpdesk reports major incident to Major Incident Manager (MIM) on and IT Support team via phone or infra call and MIM assigns actions as appropriate New …or…. IT Support team inform IT Helpdesk on finding a suspected/potential major incident via phone (or phone and send infra call ticket) New Conduct thorough assessmentCurrent Develop response and obtain approval from MIM on (common sense, speak to line manager if you cannot get hold of MIM!!) Current Execute responseCurrent Update progress to IT Helpdesk / MIM at regular intervals as agreed with MIMNew Restore serviceCurrent Prepare and document root cause of the incident on Infra CallNew Monitor the impacted serviceCurrent Responsibilities

RMIT University©2011 Information Technology Services 3 3 Hours of coverage Major Incident Manager operates from 8am to 8pm (core business/IT Helpdesk hours) Quality Assurance Services (QAS) and Helpdesk will share responsibility to provide 12 hour coverage Use to contact the Major Incident Manager Out of hours, current “as is” process for each support team remains: –Technical “on call” person notified by alerts –“On call” person fixes –Escalate to line manager if necessary Note: Out of hours “as is” process varies between teams (to be standardised at a later date)

RMIT University©2011 Information Technology Services 4 Process flow diagram

RMIT University©2011 Information Technology Services 5 Evaluation Urgency x Impact = Priority P1 = Major Incident * Refer to “Critical Services List” on for latest informationhttp:// Top 10 * Peoplesoft SAP myRMIT / Learning Hub Blackboard Google Mail Staff Groupwise Mail VOIP Teaching Spaces (AV) Teaching Spaces (IT) EOL / STS Core Network Load Balancers Storage NDS/AD DNS DHCP Firewalls etc…