1. Information Technology Division Executive Office for Administration and Finance Infrastructure Services Board December 13th, 2010 Commonwealth IT Service Excellence Update

2. 2 Agenda for ITSEC portion of 12/13 ISB TopicDesired Outcome Committee Update and Roadmap review Kevin/Tom Awareness of Program Status & approval Roadmap 10 min Key Terminology & Definitions Tom Understanding of key terminology 5 min Incident Management Policy (Definitions) & Off-hour Coverage Donna Perchase Ron Thompson ISB Policy approval of definitions (and adoption within Secretariats) ISB understanding of on-going ITSEC Off- hours Duty Manager & SPOC Role discusions 10 min LOB/SLO reportingKevin/Tom Understanding and Buy-in on this reporting 10 min

3. 3 Background on IT Service Excellence at the Commonwealth level At June 2010 Commonwealth’s IT Strategic Planning session, SCIOs identified Service Excellence (SE) as a key Commonwealth IT Strategic Plan Initiative Broad IT Objective: Ensure Business is being served by IT, and that customers understand and are satisfied by the IT Service experience Commonwealth SE comprises of a set of service management protocols based on the industry-standard Information Technology Infrastructure Library (ITIL V3) Outcomes from Sept. ISB Meeting – Re-Define “ISB IT Service Level Management Sub-Committee” in relation to the Commonwealth’s Service Excellence Program – Reviewed a proposed High Level Service Excellence Roadmap – Confirmed ITSEC Committee membership

4. 4 Committee Membership Donna Perchase, EHS Jacquie Doherty, EEA Nicholas Obodo, DOI Tom Blair, DOE Dennis McEvoy, ANF Booker Crawford, John Charlton and Tom Arcand, MassDOT Gerald Comeau, LWD Timothy Mitchell- EPS Kevin Martin (Chair), Ron Thompson, Emmet Millett and Tom Esposito, ITD Expectations of Service Excellence Committee members: Responsible for championing Commonwealth Service Excellence initiatives across secretariat Authority and capacity to drive agreed upon committee policies and procedures throughout each Secretariat Fully participate in committee meetings on a consistent basis and provide timely, required reporting Knowledgeable or able to quickly absorb knowledge of the ITIL framework

5. 8/13/20155 1) Established committee; bi-weekly meetings w/ published minutes & a wiki presence https://wiki.state.ma.us/confluence/display/StrategicPlanInitiative8ServiceExcellenceCommonwealth/Home 2) Agreed upon mission and charter and detailed roadmap 3) Established a network of experts that rely on each other to further Sec. & Agency efforts 4) Agreed upon key Terminology and Incident Prioritization model 5) Agreed upon FY 11 Roadmap 6) Agreed to participate in “Delivering Outstanding Customer Service” Training program 7) Endorsed ITD’s LOB/SLO reporting focus 8) Significant Secretariat information sharing (see Appendix) 9) Drafting an end to end service model Accomplishments Mission: “ We continually strive to facilitate excellent IT service and support for our customers.”

6. Establish SE Culture Offer of Enterprise Service Delivery tool Commonwealth Policies, Processes and Metrics for Incident Management Develop Commonwealth SLOs and SLO Reporting Commonwealth Policies, Processes & Metrics for Change Management Common H/W & S/W Asset Mgt tool Institute single Commonwealth Virtual Operations Culture 6 Overall Service Excellence Program 3 year Road Map FY 11 Q2-Q4 We Are Here Model fully implemented FY 12 FY 13 ITSEC established Internal ITD Pilot- Monthly LOB/SLO Rpting Single Metrics reporting Framework established ITSEC Wiki presence ITD COMiT implemented 1 st Sec. Adoption COMiT 2 nd Sec. Adoption COMiT Follow-on COMiT Adoptions or integrations Incident Priorities Defined & ISB approved Incident end-to-end Model defined ITD LOB/SLO reporting to Customers ITD BSLO customer metrics Change Types & Stnd Windows Defined & ISB approved Weekly CW wide Change Calendar ITD weekly CM Calendar published All ITD h/w s/w in Enterprise toolCommonwealth h/w s/w in Enterprise tool Operational Framework Defined and agreed Monitoring tools rationalized/integrated in support of end to end SE model Education & Marketing plan ITSEC Road show ITSEC Day & Symposium Commonwealth- wide Reporting of Incident metrics

7. 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 (or Objective) Based on Service Catalog Offerings 1 an offer between IT 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. 7

8. 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 distinguished 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 Appendix for definitions Terminology review (con’t) 8

9. Commonwealth Incident Prioritization– ITSEC Endorsed: 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 9 See Examples

10. 10 Incident management Off-hours Coverage Policy (6:00 pm – 7:00 am weeknights and 24 x 7 weekends) An established Process exists (see Appendix for timeline)Appendix Process is executed by the Duty Manager Process is being enhanced to provide better Communication For off-hours Major Incidents (i.e. Priority 1 and Priority 2 outages) the ITD Duty Manager will assume responsibility for handling senior level IT Customer communications Where we need your support: – From each Secretariat we need a single point of contact (SPOC) for any off-hours P1 or P2 incidents – We are also asking that SCIOs help us by utilizing and promoting the Duty Manager process and leveraging Duty Manager as the ITD single point of contact – for initial escalation Committee is in the process of discussing the best channel(s) for Communication and ways to leverage technology

11. 11 ITSEC’s Proposed LOB/SLO Reporting – Internal Pilot At Sept ISB – there was a request for Service Performance reporting as an adjunct to our Service Catalog and Chargeback Reporting model Based on a Bundled services pilot with EHS which has been underway since July, a proposal for expanded LOB reporting was presented to the ITSEC (next slides) As a result of the enhancements from the roll-out of the COMiT system, ITD is positioned to begin reporting key performance metrics by it’s 6 Lines of Business ITSEC recently endorsed a Commonwealth wide standard for Incident Prioritization ITSEC endorsed the ITD proposed reporting format for eventual use by ITD customers ITSEC is looking for ISB buy-in ITD will internally pilot this reporting Jan-Feb; begin using it to manage internally; establish confidence and clarity around the data and begin sharing the reports upon pilot completion ITSEC has also identified that there may additional future Secretariat needs

12. 8/13/201512

13. LOB/SLO/SLT (Service Level Target) KPIs ITSEC Proposed Infra: Based upon NNM monitoring of Related Devices Will be based on ITSEC definitions of Incident Priorities & CH Classifications as Captured in SD Incident Ticket 13 ** ** May be available in a later iteration

14. 14 Appendix

15. 8/13/201515

16. Process Step Owner(s) Description of action to take place Process Step Projected time to complete step Projected Elapsed Time Operations / CustomerIncident Detection5 mins Operations / Commonhelp Lead Operations pages responsible on-call for affected area then CommonHelp Lead, Incident is triaged by the Lead. If defined as a major incident, conference call is initiated immediately. The Lead will send out initial email notification if the mail system is functional. Incident Classification20 mins25 mins Operations Calls the on-call for each group required and the Duty Manager to let them know a conference call is being opened. Major Incident Bridge #: 866-456-0016, code *6614861* Initial Support Team(s) Assembled 20 mins45 mins Tier II Group(s) Initial support team and all subsequent support teams are to join conference call once contacted by Operations Investigation & Diagnosis 0 mins45 mins Duty Manager 45 Minutes after the T2 group joins the call; if no resolution, DM ensures vendor involvement has been initiated. (Vendor to join existing Conference Call) Vendor(s) Engaged to join con call Duty Manager Tracks Incident activity Ensures Incident tickets integrity is sustained throughout incident life cycle Priority of ticket is Verified / Assigned by Duty manager Ticket and Pertinent detail is added to the Exec outage dashboard (Future) Incident Ticket Tracking Duty Manager Handles communication to ITD Executive Management 1.Notice to ITD Executive Notifications DL with summary of incident and known business impact. 2.SCIO’s notification is handled by Duty Manger 3.Call Executive Manager on his cell phone and provide known details. Operations 1.Hourly notices sent with summary of incident, groups involved, and known business impact. Notification Commonhelp Lead Handles communication to Customers 1.Using the appropriate method; i.CommonHelp phone message updated. ii.E2E Announcement page updated. iii.Comm-dl or T2 managed DL used to send out notice. Notification Commonhelp Lead / Duty Manager / Tier II / Vendor Once the service is restored to normal operation, if considered a major incident, a Major Incident Report is to be completed by the responsible engineering group(s). The Major Incident Customer Follow-up Report is to be completed by the SAM group.(To be completed within 24 hours of Incident) Resolution & Recovery Duty Manager / Problem Manager Incident is resolved in E2E. At service restoral, if root cause is not determined a problem ticket will be created by the CommonHelp Lead and assigned to Problem Manager. DM follows up with Problem Manager next Business day to close loop. Incident Resolved Commonhelp Lead : Incident area will be closely monitored. CommonHelp Lead will follow up with the customer (if applicable) to confirm the service is restored. Customer Confirmation Incident Management Process off Hours (6:00 pm – 7:00 am weeknights and 24 x 7 weekends) Duty Manager Role & Responsibilities / Checklist Return to Duty Mgr

17. 8/13/2015 17 Incident Management Process off Hours (6:00 pm – 7:00 am weeknights and 24 x 7 weekends) Duty Manager Role & Responsibilities / Checklist

18. 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 18 Return to IM Model

19. 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 Responsibilities: Call or Ticket Receipt 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 specialized analysis and problem solving and may include more advanced Outlook i.e. beyond basic 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- typically this level supports a specific technology discipline, i.e. an Application area or a technology 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 specialized analysis and problem solving 19 Back

20. 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 Secretariat 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 20 Back

21. 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 21

22. 22 INCIDENT MANAGEMENT COMMUNICATION Enterprise - Service Outage (DEFINED AS PRIORITY 1 AND 2) Initial Outage ReportMandatoryAll interested/impacted users, EHS and Agency Executive Staff E-mail to DLs - Within 15 minutes of reportSupport Desk Manager Updates to Outage Report OptionalAll impacted users, EHS and Agency Executive StaffE-mail to DLs - Recommend ever 2 hoursMajor Incident Manager Reports of Escalation Activity Optional EHS and Agency Executive StaffE-mail to DLs - At occurrenceMajor Incident Manager Clearance ReportMandatory All interested/impacted users, EHS and Agency Executive Staff E-mail to DLs - After service is confirmed restored Major Incident Manager Root Cause Analysis Report Optional 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 Staff E-mail to DLs - Within 15 minutes of reportSupport Desk Manager Updates to Outage Report OptionalAll impacted users, EHS and Agency Executive StaffE-mail to DLs - Recommend ever 2 hoursMajor Incident Manager Reports of Escalation Activity Optional EHS and Agency Executive StaffE-mail to DLs - At occurrenceMajor Incident Manager Clearance ReportMandatory All interested/impacted users, EHS and Agency Executive Staff E-mail to DLs - After service is confirmed restored Major Incident Manager Root Cause Analysis Report Optional 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 Report OptionalSite users, EHS and Agency Executive StaffE-mail to DLs - Recommend ever 2 hoursMajor Incident Manager Reports of Escalation Activity Optional 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 Report OptionalAll interested/impacted users, Application OwnerE-mail to DLs - Recommend ever 2 hoursApplication Support Reports of Escalation Activity OptionalApplication 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