 ITSEC Agreed upon initial set of Commonwealth-wide KPI’s* for Incident Management  Reporting is based upon ITSEC endorsed Incident Priority model as Approved by ISB & CIO CabinetPriority model  Monthly submission of KPIs and aggregation – Started 2/4 - voluntary (and confidential) participation KPIs  Importance: ITSEC wishes to have an end-to-end model of service support and this reporting is key to establishing that model  Goal: Measure of how successfully the policy adoption is occurring and what trends we are seeing  Next step : Understand where outages are occurring and where common opportunities exist  Begin by developing Commonwealth –wide IM Categorization framework ( Target: March)IM Categorization framework  Discuss prospects for collectively sharing service outages by category (Target: March)  Begin sharing this information (TBD) Commonwealth Service Excellence Program: Service Level Reporting 1

Commonwealth Incident Prioritization: Defines Priority with which Incident will be managed URGENCY/ IMPACT High There is a service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage(as opposed to for example, a performance degradation). (see Critical Applic. List for the critical applications which qualify as high impact service outages) Medium There is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or equivalent). Low Impact is to an individual or workgroup or the service impacted is not of a mission critical nature. High Immediate action is required to restore service(s) or prevent failure of a service. No work around Exists. Priority 1Priority 2 Priority 3 Medium A service outage has occurred and there is a work around but service is degraded or work around is not sufficently timely, is too costly or too much effort. Or service has not failed but has the potential to do so. Priority 2 Priority 3Priority 4 Low A service outage has occurred and a work around exists and/or the remedation or/and procurement is in process. Priority 3Priority 4Priority 4/5

URGENCY/ IMPACT High A service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole sites or agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May effect public safety, transportation, health, financial servicing, or ability to deliver other public services. Medium There is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report). Low Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature. High Immediate action is required to restore service (s) or prevent failure of a service. No work around exists. FastLane user accounts inaccessible; Unable to Log into Citrix; Network to Lowell office out. EOE: ESE Mail (Exchange) down effecting all 550 Secondary Ed. end users Complete loss of mission critical EHS applic. (ex. Beacon 3, Meditech, Family-net) Critical gateway loss (AD, VG, Mass.Gov) Complete Massmail outage at an EHS site -Complete loss of Commonwealth mission critical service (HRCMS, MMARS, etc.) EPS: RMV or DCJIS Mainframe down DEP network down effecting 400 users; e- Permitting system down; EEA’s network down causing ELA (Environ. Law Enfor.) outage and public safety impact LWD network ISP circuit failure all services impacted ANF: Agency network down MassDOTRegistrar’s PC down; AutoCAD Licensing server down, Oracle Fin. Down EOE: ELAR -Educator Licensing applic. down preventing all admins & teachers from obtaining licensing records & certifications Severe degradation of service from critical gateway (AD, VG, Mass.Gov) Complete loss of MassMail at an EHS agency EEA’s Waste site Cleanup data unavailable to Lic. Site professionals due to server outage Bad network switch - Springfield LWD call center down ANF: Governors Network down or Agency critical applic. out/degraded EEA – DAR Blackberry service outage MassDot Employee’s hard drive down EEA: Loss of data connectivity to part of an agency site EPS: VOIP Service 1 MPTC site Medium A service outage occurred & there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failed but potentially may do so. Critical voice service components are not functional (ex. Voice Mail) MassMail service for the Commonwealth is degrading ANF: node down effecting some users EOE: Nutrition Applic. Performance is degraded – health educators have difficulty obtaining necessary info. IVR redundancy failover required causing degradation for Lawrence Call Center EEA -AGR Web DataBase outage EPS:CJIS offline Search applic. responding slowly Single EEA user BB out MassDOT: A user’s MS-Word applic. Not opening ANF: EE keyboard broken Low A service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process. EEA’s HelpDesk HelpStar application unavailable but workaround via phones avail for short-term ANF: Phone system outage but redundant node processing calls EE PC down- temp. replacement not true image ANF: switch port out but other is avail. EHS: Service loss w/ limited # users and impact for which temp. restoration available via simple change (i.e. moving users to non-working to working port) Local MASS.DOT printer outage – EE ability to do primary job no impacted ESE Corrupted outlook file on siwillngle user –w/a is: use OWA Printing for a group of users at An EHS site down, but alternative printing in the site available. Commonwealth Incident Prioritization: ITSEC member examples P1 P2 P3 P2 P3P4P4/P5 P4 3