1. 1.Phone ED-ITS MIM MIM 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-business- contacts list MIM EP 4.Update ICT service status web page MIM SD 5.Update Service Desk recording (IVR) MIM SD 6.Email all staff MIM EP 7.Post myRMIT announcement MIM EP 8.Send details to University Communications MIM EP 1.Update all channels used to declare incident MIM MIM EP SD ICT service status communications diagram Within 30 minutes Within 45 minutes (if required) Declare Declare imminent or major incident Update Provide updates on status of major incident Restore Notify when service is restored = P1 incident = P2 incident MIM = Major Incident Manager SD = ITS Service Desk EP = ICT Engagement and Planning BLUE = owns task PINK = actions task Review hourly and update as required 1.Update all channels used to declare incident MIM MIM EP SD Priority matrix BronzeSilverGold IndividualP4 P3 Floor / lab(10+) / courseP4P3P2 Building (50+) / CollegeP3P2P1 Campus wideP3P2P1 University wideP3P1 Urgency (service category) Impact Note: The following diagram only applies to P1 and P2 incidents contained in the black box in the Priority matrix. Current as of 14/05/2012

2. 1.Phone ED-ITS MIM MIM 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-business- contacts list MIM EP 4.Update ICT service status web page MIM EP 5.Update Service Desk recording (IVR) MIM EP 6.Email all staff MIM EP 7.Post myRMIT announcement MIM EP 8.Send details to University Communications MIM EP 1.Update all channels used to declare incident MIM MIM EP ICT service status communications diagram (After Hours) Monday – Thursday 5pm to 9am Friday 5pm – Monday 9am Within 30 minutes Within 45 minutes (if required) Declare Declare imminent or major incident Update Provide updates on status of major incident Restore Notify when service is restored = P1 incident = P2 incident MIM = Major Incident Manager EP = ICT Engagement and Planning BLUE = owns task PINK = actions task Review hourly and update as required 1.Update all channels used to declare incident MIM MIM EP Priority matrix BronzeSilverGold IndividualP4 P3 Floor / lab(10+) / courseP4P3P2 Building (50+) / CollegeP3P2P1 Campus wideP3P2P1 University wideP3P1 Urgency (service category) Impact Note: The following diagram only applies to P1 and P2 incidents contained in the black box in the Priority matrix. Current as of 14/05/2012

3. ictservicestatus@rmit.edu.au Executive Director Information Technology Services (X03851@ems.rmit.edu.au)X03851@ems.rmit.edu.au) Major Incident Bridge number 99252999 Pin 22222 Communications mailboxes http://www.rmit.edu.au/its/servicestatustemplates Communications templates 1. its-critical-incident@rmit.edu.au, 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 Managersits-critical-incident@rmit.edu.au 2. executive-business-contacts@rmit.edu.au, this list contains executives, senior managers and personal assistants from across the University. You must proxy into the ictservicestatus@rmit.edu.au mailbox to send to this list. The ED-ITS mailbox also has permission to send to this list.executive-business-contacts@rmit.edu.auictservicestatus@rmit.edu.au 3. ict-service-status-list@rmit.edu.au, this is a list of ITS customers subscribed to receiving notifications of ICT service interruptions. You must proxy into the ictservicestatus@rmit.edu.au mailbox to send to this list. The ED-ITS mailbox also has permission to send to this listict-service-status-list@rmit.edu.auictservicestatus@rmit.edu.au 4. ITS_staff@rmit.edu.au, 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.ITS_staff@rmit.edu.au 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. Communications distribution lists Current as of 14/05/2012