Interim major incident management process IT Helpdesk responsibilities

RMIT University©2011 Information Technology Services 2 Objective  Restore service with minimal downtime  Effective communication and co-ordination TaskIs New? Create an incident, identify patterns/multiple calls as potential major incidentCurrent …or… create suspected major incident as reported by Support Team (via phone) New Categorise incident(s) as major (MI) by comparing with priority matrix and critical services list (Gold/Silver/Bronze) New Apply Solution Template “MAJOR INCIDENT” and assign MI to Major Incident Manager (MIM) via phone ( ) and infra call ticket (…. also notify primary support team to begin investigation while MIM engaged) New / Current Co-ordinate with Support Team to get updatesNew Update the progress to MIM via infra call updates and phone ( ) New Responsibilities

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 IT Helpdesk will share responsibility to provide 12 hour coverage Use to contact the Major Incident Manager (note: call may divert to IT Helpdesk depending on time of day) 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)

RMIT University©2011 Information Technology Services 4 Process flow diagram

RMIT University©2011 Information Technology Services 5 Evaluation Urgency x Impact = Priority P1 = Major Incident * Refer to “Critical Services List” on the for latest informationhttp:// 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…