1. Information Technology Division Executive Office for Administration and Finance IT Service Excellence Committee (ITSEC) Nov 23, 2010

2. Agenda TopicDesired OutcomesDiscussion lead Allotted time Review take-aways and decisions from 11/10 mtg & proposed topics for ISB Complete all action items All10 min Review and agree upon IM Prioritization Use case Examples Committee members agree on definitions & use cases for ISB review Tom/Donna10 min Expanded wiki content ITSEC OK to post Sec/Agency specific docs to ITSEC wiki site Tom5 Roadmap Buy-in to overall game plan All15 min Review proposed SLO reporting ITSEC agreement on KPI Reporting Kevin/Tom15 min Walk-thru End to End model Brainstorming on how we can best design this Dennis/Tom20 min Terminology and Tiering Definitions Agreement on key terminology esp. SLOs & Tiering levels Jacquie/Tom10 min Next Steps/Wrap upAll5 min 2

3. Take-aways from last meeting Task Assignments Date AssignedWhatWhoStatus Due Date Committee members who have not yet had a chance to do so should let Donna Perchase know if they have an interest in the planned Customer Services training. All Complete 11-15 Publish updated roadmap and follow-up with committee members for feedback and buy-in prior to ISB Tom E. Complete 11-22 Forward meeting invite to Dec. ISBTom Complete 11-16 Contact each member and review proposed SLO reporting in preparation for buy-in at next meeting Tom/Each Committee member. Complete 11-22 Share DOT model for Incident PrioritizationTom A. Complete 11-15 Review the updated roadmap & mission statement and provide any feedback to Tom by 11-1. EOD Each Committee member Complete 11-1 Work off line on the end to end model taking into consideration the group’s feedback from this meeting Dennis/Tom In process 11-22 Provide a grouping of capabilities/skills by level or tier as defined for the service desk under their responsibility Each Committee member Complete 11-05 3

4. Proposed topics for 12/13 ISB TopicDesired Outcomes Discussion lead Allotted time Roadmap review ISB Understanding of our plan Tom and Kevin10 Review IM Prioritization Model & Use case Examples ISB members agree on definitions & use cases for ISB review Donna/Tom10 min Review proposed SLO reporting ISB understanding & agreement on KPI Reporting Kevin/Tom10 min Walk-thru End to End model ISB Understanding of end to end model Dennis/Tom/Ron/ Gerry 10 min Terminology and Tiering Definitions ISB understanding of key Terminology Jacquie5 4

5. Commonwealth Incident Prioritization: Defines Priority with which Incident will be managed 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. Priority 1Priority 2 Priority 3 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. Priority 2 Priority 3Priority 4 Low A service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process. Priority 3Priority 4 Priority 4/5* *reflects the fact that some existing ticketing systems currently use a fifth priority level 5

6. 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. ESE Mail (Exchange) down effecting all 550 Secondary Ed. end users -Complete loss of mission critical EHS application (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.) DEP network down effecting 400 users; e- Permitting system down; EEA’s network down causing ELA (Environment Law Enforcement) outage and public safety impact LWD network ISP circuit failure all services impacted Registrar’s PC down; AutoCAD Licensing server down, Oracle Fin. Down 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 MassDot Employee’s hard drive down 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: E-mail node down effecting some users Nutrition Applic. Performance is degraded – health educators have difficulty obtaining necessary info. IVR redundancy failover required causing degradation for Lawrence Call Center Single EEA user BB out 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. 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 6

7. 7 Our Web presence today- Home

8. ITSEC Governance – Meetings Page 8

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10. Proposed Expanded Wiki Content from Secretariats (See Appendix for samples) SecretariatDocumentDescription EHS EHS Helpdesk Kick-off Deck Incident Escalation & Communication Plan Incident Prioritization model & use cases Great example of bringing multiple HD groups together Clearly defined communication/escalation Full blown model of IM Priority Defs. and examples MassDOT HelpDesk Communication Plan & Training Deck IM prioritization & example Avail. IM KPI reports Focused kick-off deck for the HD function Good model and use cases for MassDOT Early manually maintained xls of IM KPIs LWD On-Call sheet by Applic. HelpdDesk visio flow chart SLO – IT to Business Well documented ownership of applic. On call High level flow of LWD process In process ITD IM Policy document Fully mapped ITD IM use cases SLO/OLA’s Soup to nuts ITD wide use cases offered up by each ITD group Off of Service Catl. 10

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12. SLO/SLT (Service Level Target) KPIs – Proposal for ITSEC members 12

13. SLO/SLT (Service Level Target) KPIs – Proposal for ITSEC members Infra: Based upon NNM monitoring of Related Devices Applic.: HRCMS, etc Will be based on ITSEC definitions of Incident Priorities & CH Classifications as Captured in SD Incident Ticket 13

14. Metrics detail 14

15. Metrics detail (con’t) SLO sample 15

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17. Draft- working version of Services to be reported – by secretariat 17

18. End to end Draft Model No Create ticket in E2E For ITD This could be an agency end user rpting hrcms OR MMARS 18

19. Service Level Management – Showing Inter- relationships Inter-agency – Secretariat and ITD OLAs Operating Level Agreements 1 The Business Messaging 2 EHS SERVICE DESK 1 EHS NMMIS 3 EHS Executive level 1 DMH 3 Secretariat: EHS EHS Agencies SLOs SLO NMMIS ITD LOBs: Application Print & Mail Integration Network & Data Hosting Security Service B 2 Service A 1 Service C 3 Supplier B Supplier A Supplier C Service E Offering Service F Service G Service H Service A Offering Service B Service C Service D 3 rd Party Suppliers Support Teams SERVICE ACCONT MGT COMMONHELP LEGAL, PMO ITD Service Catalog ITD Service Catalog The Business 2 3 4 UC’s Underpinning contracts 1 2 3 4 Service B 2 Service A 1 Service C 3 Service B 2 Service A 1 Service C 3 Service B 2 Service A 1 Service C 3 Service B 2 Service A 1 Service B 2 Service A 1 SLOs SLO These are not betw services but rather Between services and Support functions DPH 19

20. Terminology review (source is primarily The Office of Gov. Commerce (OGC): owner of ITIL framework) ITIL V3 TermOfficial ITIL V3 DefinitionCommonwealth Equivalent Description/Comment Service Level Agreement: SLA An Agreement between and IT Service Provider and a Customer** describing IT Service, documents Service Level Targets and specifies responsibilities of IT Service Provider and Customer; may cover multiple services or multiple customers SLO – Service Level Offering Based on Service Catalog Offerings 1 an agreement between ITD and a Customer** - describing Financials (BARs); IT Services In Scope and Out of scope; SLR’s; Expected Notifications; Customer responsibilities, Maint windows; some SLT’s (i.e. response targets); Contacts; Design Doc’s; Chargeback rate Info. Service level Requirement: SLR A customer requirement for an aspect of an IT Service. SLR’s are based on business objectives and used to negotiate Service Level Targets Service Requirements Contained within SLO Service Level Targets SLT: (formerly called SLOs in V2) A commitment that is documented in an SLA and based on SLRs and are needed to ensure that the IT Service is Fit for Purpose. These targets are usually based on KPIs. Service Targets Contained with SLO Operational Level Agreement (OLAs) An agreement between an IT Service Provider and another part of the same organization. Defines the services or goods to be provided and the responsibilities of both parties. Underlying Service Offerings –OLAs between Service groups and Support Functions Contain Service Descriptions & Targets (SLT’s) which are referred by SLOs above; Cust. Responsibilities; Service Reporting Between LOB services i.e. Applic. Storage, Network etc. And Support functions: Service Desks; Account Management ; Monitoring Underpinning Contracts (UCs) A contract between an IT Service Provider and a 3rd party. It defines the targets and responsibilities that are required to meet agreed Service Level targets in an SLA Vendor Agreements or UC’s Legally binding vendor contractual agreements 1 That is, the SLO document can help avoid redundancy by not repeating all the content of the Service Catalog but leverages and refers directly to Catalog Descriptions ** Someone who purchases goods or services; person or group who defines and agrees with service level targets. 20

21. ITIL V3 TermOfficial ITIL V3 DefinitionCommonwealth Equivalent Description/Comment Incident An unplanned interruption to an IT Service or a reduction in the quality of that Service. Failure of a Config. Item that has not yet impacted service is also an Incident, i.e. failure of one disk from a mirror set. Same.An Incident is distingusihed from a request for service in that an incident reflects an interruption or reduction in service levels on an existing service and not a request for a new service or change to an existing service. Service Request A request from a user for information, or advice or for a standard change or for access to an IT Service. Service Requests are usually handled by a service desk, and do not require a Request for Change (RFC) to be submitted. Service Request (SR)Some Service Requests may be handled entirely by the Request Fulfillment process (such as requests for information whereas others are routed to other processes for fulfillment (such as Incidents and Changes). Service A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific Costs & Risks. SameContained with SLO Service Desk Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages the Incident and Service Requests and also handles communication with the users. Same Tier 1, 2, 3,4 ITIL does not spell out these definitions nor provide skill set descriptions; So there is no right or wrong here; Service Desk is defined as first point of contact and thus Tier 1. Calls unable to be resolved by the SD are referred to Tier 2. Tier 3 may be another internal team or may be a Supplier. If applicable, Tier 4 would most typically be a supplier. See next page for Definitions of Tiering Terminology review (con’t) 21

22. Level/Responsibility End to End Service Desk - Tiering Model – Showing Activities/Key responsibilities Service Desk – Level One Responsibility First Point of Contact ( may be referred to as Tier 1, HelpDesk, First level, etc) Channels include: Self Service Tickets, Emails, Phone calls, Walk-ins; Monitoring Responsibilites: Call or Ticket Reciept Ticket creation/update: Prioritization; Categorization Initial Basic Triage & Resolution possibly using Knowledge or Solutions base or rudimentary application support may include password resets, access mgt, Escalation to more advanced level Second Level Responsibility– (may be referred to as Tier 2, Specialized Help Desk (i.e. but may actually still reside within the HelpDesk function, etc.) Channels include: Ticket transfer, Call from Helpdesk analyst, call from other IT technology groups Responsibilities: All of Level 1 capabilities More specicalized analysis and problem solving and may include more advanced Outlook i.e. beyond abasic knowledge, Networking etc skills Third Level – (may be referred to as Tier 2, Field support (i.e. in EHS) or typically dedicated IT Technology groups like Desktop/LAN, UNIX, Networking, DB, Applic., etc. Channels include: Ticket transfer, Call from Helpdesk analyst, call from other IT technology groups Responsibilities: All of the above Level 1 & 2 capabilities Much more specialized analysis and problem solving- typcially this level supports a specfic technology discipline, i.e. an Application area or a techology like Mainframe or Mid-range or Storage or Virtualization Fourth Level – (may be see as the Vendor, ITD, or Advanced Architecture groups) Channels include: Ticket transfer, Call from Helpdesk analyst, call from other IT technology groups Responsibilities: Most specicalized analysis and problem solving 22

23. Help Desk Ability to receive, record, classify/prioritize, and restore service Knowledge of business and understanding of services and SLO’s impacted by outages Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth Ability to troubleshoot Knowledge of technical services provided by IT organization Strong Communication skills Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources if available) Ability to learn new applications being developed within the Stage One Capabilities Ability to receive, record, classify/prioritize, and restore service Knowledge of business and understanding of services and SLO’s impacted by outages Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth Ability to troubleshoot Knowledge of technical services provided by IT organization Strong Communication skills Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources if available) Ability to learn new applications being developed within the Secretariart Capability/Skill Dimension End to End Service Desk - Tiering Model Help Desk Ability to receive, record, classify/prioritize, and restore service Knowledge of business and understanding of services and SLO’s impacted by outages Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth Ability to troubleshoot Knowledge of technical services provided by IT organization Strong Communication skills Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources Stage Two Capabilities All of the above capabilities May perform monitoring activity Fuller ability to navigate some applications Stronger technical knowledge of IT service area(s) including specific applications, networking, telecom (i.e. Avaya, etc), OS, Middleware, Server, Security, Desktop & facilities services Stronger understanding of service architecture and interdependencies (i.e. OLAs) across IT services Stage Three Capabilities Highest available knowledge and troubleshooting skills, typically vendor based expertise in products upon which IT services depend Help 23

24. Help Desk Ability to receive, record, classify/prioritize, and restore service Knowledge of business and understanding of services and SLO’s impacted by outages Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth Ability to troubleshoot Knowledge of technical services provided by IT organization Strong Communication skills Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources if available) Ability to learn new applications being developed within the Stage One Capabilities Ability to receive, record, classify/prioritize, and restore service Knowledge of business and understanding of services and SLO’s impacted by outages Ability to learn new applications being developed ETC… Activity DimensionCapability/Skill Dimension End to End Service Desk - Tiering Model Service Desk – Level First Point of Contact Channels include: Self Serivice Tickets, Emails, Phone calls, Monitoring Receipt; Initial Triage; Escalation Help Desk Ability to receive, record, classify/prioritize, and restore service Knowledge of business and understanding of services and SLO’s impacted by outages Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealt h Ability to troubleshoot Knowledge of technical services provided by IT organization Strong Communication skills Ability to use platform and Stage Two Capabilities All of the above capabilities May perform monitoring activity Fuller ability to navigate some applications Stronger technical knowledge of IT service area(s) ETC.. Stage Three Capabilities Highest available knowledge and troubleshooting skills, typically vendor based expertise in products upon which IT services depend Service Desk or IT group – Level two More advanced Triage Escalation IT Specialized groups – Level three More advanced Triage Escalation ITD, Vendor IT Arch. groups – Level four Most advanced problem solving 24

25. Next Steps Next meeting – MITC Admin Conf room on Tuesday 12/09; 11-12:30 Agenda – Review Deck for 12/13 ISB – Continue work on End to end Service Model 25

26. Appendix 26

27. URGENCY / IMPACT HIGH IMPACT - A service outage with broad impact to the Commonwealth or all of EHS. A voice or data loss of service across whole agencies. The loss of a mission critical applicaiton or service across a single agency as opposed to a performance degradation. The loss may immediately or in a short time effect public safety, health, financial servicing, or the ability to deliver public services. MEDIUM IMPACT - 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. LOW IMPACT - Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature. HIGH URGENCY -Immediate action is required to restore service (s) or prevent failure of a service. No work around exists. PRIORITY 1 -Complete loss of MassMail at a site/s -Complete loss of Commonwealth mission critical service (HRCMS, MMARS, etc.) -Complete loss of Magnet at a site/s -Complete loss of voice service at a site/s -Complete loss of mission critical applications (ex. Beacon, Meditech, Family- net) -Complete loss of critical gateway (AD, VG, Mass.Gov) PRIORITY 2 -Complete loss of MassMail at an agency -Complete loss of Magnet at a site -Severe degradation of mission critical applications performance (ex. Beacon, Meditech, FamilyNet) -Severe degradation of service from critical gateway (AD, VG, Mass.Gov) PRIORITY 3 -Loss of the voice service to a part of a site -Loss of data connectivity to a part of a site -Intermittent service to a non-critical application MEDIUM URGENCY - 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. PRIORITY 2 -Critical voice service components are not functional (ex. Voice Mail) -MassMail service for the Commonwealth is degrading -Data service is becoming unstable and causing intermittent outages -Mission critical applications performance is degrading at a number of sites but other sites remain stable (eg. Beacon, Meditech, Familynet) -Severe degradation of service from critical gateway (AD, VG, Mass.Gov) from some sites, but others remain stable PRIORITY 3 -Loss of some voice services (ex. Voice Mail) to some users -Loss of data services to some users at some sites -Intermittent service to a non-critical application for some users at some sites -Loss of enterprise services to a few users across one or more sites PRIORITY 4 -Non-critical service loss experienced by limited number of users for which a simple. readily available solution is available (ex. Moving a user/s to a working port from a non-working port returns the user to service, follow-up to the overall repair to follow) LOW URGENCY - A service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process PRIORITY 3 -Service is stabile, additional service or upgrade recommended to avoid future potential impact or to improve service -Intermittent loss of data services to some users at some sites -Intermittent service to a non-critical application for some users at some sites for which changes are needed to insure stability PRIORITY 4 -Service loss experienced by limited number of users with limited impact for which a service solution based on a simple change is readily available (ex. Moving a user/s to a working port from a non- working port returns the user to service, follow-up to the overall repair to follow) PRIORITY 5 - Simple repair to non-critical service/application for a limited number of users - Printing for a group of users at a site down, but alternative printing in the site available. EHS Incident Prioritization model 27

28. 28 Priority Start Date End date Elapsed Time (Hr.) Impacted Area Incident DescriptionResolutionOwner Resolver Group Owner 3rd Party Dependency P211/1/1011/2/1020.2HighwayT1 down at 10 Park Plaza. Impact to Westwood and D Street. Verizon testing the circuit. Verizon replaced a bad card at the central office location.O'DonnellNetworkY P111/4/10 0.2RMVLicensing stations down in Brockton.Rebooted workstations.ColonHelp DeskY P111/4/10 7.2RMVQmatic printer down in NatickRoller replaced; vendor sent the wrong part.KulickHelp DeskY P211/4/10 0.2HighwayGDS CAD server down.Rebooted server.FitzgeraldServerY P211/8/10 5.0RMVSection 5 users are receiving an application error.Server ran low on virtual memory. Closed Instance Manager and rebooted server. HopeNetworkN P111/10/1011/11/1020.1RMVOne of the two payment gateway IP's (provider is TSIS) is experiencing sporadic outages. Users have been notified to retry transactions, and the Internet sweepers have been turned off (transactions will be queued). Problem resolved itself… Vendor said that they did not have any problems??? HunterITSY P211/16/10 4.7HighwayWestwood circuit is down; Verizon is checking it.Vendor restored circuit.O'DonnellNetworkY P211/17/10 2.8HighwayWestwood circuit is down.Re-set router.O'DonnellNetworkN P111/18/10 1.8RMVProblem with booking license exams (ATS).C: drive on RMV1MQS01 full. Deleted log files.NguyenServerN P211/18/10 0.2HighwayGDS down at Kneeland Street.Applied start-up process.ColonHelp DeskN P211/22/10 1.4HighwayDistrict 1 can not complete logins (Script Logic issue).MHD-Concord-DC1 rebooted and the SLDA service started. WittServerN MassDOT example of IM KPI reporting

29. 29 EOLWD HelpDesk Process

30. 30 INCIDENT MANAGEMENT COMMUNICATION Enterprise - Service Outage (DEFINED AS PRIORITY 1 AND 2) Initial Outage ReportMandatoryAll interested/impacted users, EHS and Agency Executive StaffE-mail to DLs - Within 15 minutes of reportSupport Desk Manager Updates to Outage ReportOptionalAll impacted users, EHS and Agency Executive StaffE-mail to DLs - Recommend ever 2 hoursMajor Incident Manager Reports of Escalation ActivityOptional EHS and Agency Executive StaffE-mail to DLs - At occurrenceMajor Incident Manager Clearance ReportMandatory All interested/impacted users, EHS and Agency Executive StaffE-mail to DLs - After service is confirmed restored Major Incident Manager Root Cause Analysis ReportOptional EHS and Agency Executive StaffE-mail to DLs - At close of investigation – within 5 business days of incident complete Major Incident Manager Lessons Learned Meeting Minutes – if needed OptionalEHS and Agency Executive StaffE-mail to DLs - Scheduled per agency leading up to product announcement at trade show Major Incident Manager Agency Wide - Service Outage (DEFINED AS PRIORITY 1 AND 2) Initial Outage ReportMandatoryAll interested/impacted users, EHS and Agency Executive StaffE-mail to DLs - Within 15 minutes of reportSupport Desk Manager Updates to Outage ReportOptionalAll impacted users, EHS and Agency Executive StaffE-mail to DLs - Recommend ever 2 hoursMajor Incident Manager Reports of Escalation ActivityOptional EHS and Agency Executive StaffE-mail to DLs - At occurrenceMajor Incident Manager Clearance ReportMandatory All interested/impacted users, EHS and Agency Executive StaffE-mail to DLs - After service is confirmed restored Major Incident Manager Root Cause Analysis ReportOptional EHS and Agency Executive StaffE-mail to DLs - At close of investigation – within 5 business days of incident complete Major Incident Manager Lessons Learned Meeting Minutes – if needed OptionalEHS and Agency Executive StaffE-mail to DLs - Scheduled per agency leading up to product announcement at trade show Major Incident Manager Site Specific Service Outage (DEFINED AS PRIORITY 1 AND 2) Initial Outage ReportMandatorySite users, EHS and Agency Executive StaffE-mail to DLs - Within 15 minutes of reportSupport Desk Manager Updates to Outage ReportOptionalSite users, EHS and Agency Executive StaffE-mail to DLs - Recommend ever 2 hoursMajor Incident Manager Reports of Escalation ActivityOptional EHS and Agency Executive StaffE-mail to DLs - At occurrenceMajor Incident Manager Clearance ReportMandatorySite users, EHS and Agency Executive StaffE-mail to DLs - After service is confirmed restored Major Incident Manager Root Cause Analysis Report - if needed OptionalEHS and Agency Executive StaffE-mail to DLs - At close of investigation – within 5 business days of incident complete Major Incident Manager Lessons Learned Meeting Minutes – if needed OptionalEHS and Agency Executive StaffE-mail to DLs - Scheduled per agency leading up to product announcement at trade show Major Incident Manager Application Specific - Service Outage (DEFINED AS PRIORITY 2) Initial Outage ReportMandatoryAll interested/impacted users, Application OwnerE-mail to DLs - Within 15 minutes of reportSupport Desk Manager Updates to Outage ReportOptionalAll interested/impacted users, Application OwnerE-mail to DLs - Recommend ever 2 hoursApplication Support Reports of Escalation ActivityOptionalApplication OwnerE-mail to DLs - At occurrenceApplication Support Clearance ReportMandatoryAll interested/impacted users, Application OwnerE-mail to DLs - After service is confirmed restoredSupport Desk Manager Root Cause Analysis Report - if needed OptionalApplication OwnerE-mail to DLs - At close of investigation – within 5 business days of incident complete Application Support Lessons Learned Meeting Minutes – if needed OptionalApplication OwnerE-mail to DLs - Scheduled per agency leading up to product announcement at trade show Application Support Incidental Incident Management (DEFINED AS PRIORITY 3,4,5) Initial email acknowledgement of request for service, provide tracking number MandatoryReporting User, Assigned Group, Assigned Team Member, Change Requester (if not user) E-mail to userFollowing the initial reportCA Unicenter - automated In Progress NotificationMandatoryReporting User, Assigned Group, Assigned Team Member, Change Requester (if not user) E-mail to user48 Hours after initial reportCA Unicenter - automated Close NotificationMandatoryReporting User, Assigned Group, Assigned Team Member, Change Requester (if not user) E-mail to userUpon ticket being closedCA Unicenter - automated EHS INCIDENT MANAGEMENT COMMUNICATIONS