1. Interim major incident management process Support team responsibilities

2. 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 +61 3 992 52777 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 +61 3 992 52777 (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

3. 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 +61 3 992 52777 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)

4. RMIT University©2011 Information Technology Services 4 Process flow diagram

5. RMIT University©2011 Information Technology Services 5 Evaluation Urgency x Impact = Priority P1 = Major Incident * Refer to “Critical Services List” on http://www.rmit.edu.au/its/majorincident for latest informationhttp://www.rmit.edu.au/its/majorincident 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…