Transcript Document
ICT service status communications diagram Urgency (service category) Declare Declare imminent or major incident Note: The following diagram only applies to P1 and P2 incidents contained in the black box in the Priority matrix. Impact Priority matrix Bronze Silver Gold Individual P4 P4 P3 Floor / lab(10+) / course P4 P3 P2 Building (50+) / College P3 P2 P1 Campus wide P3 P2 P1 University wide P3 P1 P1 1. Phone ED-ITS MIM MIM Within 30 minutes 2. Phone DD-ITS service/app owner MIM MIM 3. Phone business service/app owner MIM EP 4. Establish MI Bridge MIM MIM 5. Provide technical update to All ITS using current MI template MIM MIM 3. Email ICT-service-status-list and Executive-businesscontacts list MIM EP = P1 incident Update Provide updates on status of major incident 1. Update all channels used to declare incident MIM MIM EP SD Within 45 minutes (if required) BLUE = owns task PINK = actions task Notify when service is restored 5. Update Service Desk recording (IVR) MIM SD 7. Post myRMIT announcement MIM EP MIM = Major Incident Manager SD = ITS Service Desk EP = ICT Engagement and Planning Restore 4. Update ICT service status web page MIM SD 6. Email all staff MIM EP = P2 incident 1. Review hourly and update as required Update all channels used to declare incident MIM MIM EP SD 8. Send details to University Communications MIM EP Current as of 14/05/2012 ICT service status communications diagram (After Hours) Monday – Thursday 5pm to 9am Friday 5pm – Monday 9am Priority matrix 1. Phone ED-ITS MIM MIM Note: The following diagram only applies to P1 and P2 incidents contained in the black box in the Priority matrix. Within 30 minutes 2. Phone DD-ITS service/app owner MIM MIM 3. Phone business service/app owner MIM EP 4. Establish MI Bridge MIM MIM 5. Provide technical update to All ITS using current MI template MIM MIM 3. Email ICT-service-status-list and Executive-businesscontacts list MIM EP Update Provide updates on status of major incident 1. Update all channels used to declare incident Within 45 minutes (if required) Silver Gold Individual P4 P4 P3 Floor / lab(10+) / course P4 P3 P2 Building (50+) / College P3 P2 P1 Campus wide P3 P2 P1 University wide P3 P1 P1 = P2 incident MIM = Major Incident Manager EP = ICT Engagement and Planning BLUE = owns task PINK = actions task MIM MIM EP Restore Notify when service is restored 5. Update Service Desk recording (IVR) MIM EP 7. Post myRMIT announcement MIM EP Bronze = P1 incident 4. Update ICT service status web page MIM EP 6. Email all staff MIM EP Impact Declare Declare imminent or major incident Urgency (service category) 1. Review hourly and update as required Update all channels used to declare incident MIM MIM EP 8. Send details to University Communications MIM EP Current as of 14/05/2012 Communications mailboxes •[email protected] •Executive Director Information Technology Services ([email protected]) •Major Incident Bridge number 99252999 Pin 22222 Communications templates • http://www.rmit.edu.au/its/servicestatustemplates Communications distribution lists •1. [email protected], this list is for ITS process actioners and used by the MIM for confirming a Major Incident to all parties. Can be used by all members of the list to communicate amongst each other. Members include: Anirudh Chokhani, Aodhan O'Shea, Candice Walker, Daniel Nevin, Debra Raca, Gus Grau, Hilton Williams, Jane Cameron, Jeremy Epstein, Laura Akl, Linda Schalken, Quan Nguyen, Rishabh Desai, Robert Dukic, April Weiss, Steve Petrenko, Selenda Jensen and EP Engagement Managers •2. [email protected] , this list contains executives, senior managers and personal assistants from across the University. You must proxy into the [email protected] mailbox to send to this list. The ED-ITS mailbox also has permission to send to this list. •3. [email protected] , this is a list of ITS customers subscribed to receiving notifications of ICT service interruptions. You must proxy into the [email protected] mailbox to send to this list. The ED-ITS mailbox also has permission to send to this list •4. [email protected], this list contains all ITS staff. A restricted number of staff which includes the ED-ITS, Mandy Jones, ITS Reception and the ITS Deputy Directors can send to this list. •5. All Staff, this list contains around 6,000 university staff therefore the list is restricted to only a few University Senior Executives of which the ED-ITS is one. Current as of 14/05/2012