--draft –
Define what is incident ?
Scope of Incident Management Process
Incident is In ITIL terminology, an ‘incident’ is defined as an unplanned interruption to an IT service or reduction in the quality of an IT Seamless Access service or a failure of a CI one of Seamless Access Service components that has not yet impacted an IT service (for example failure of one disk from a mirror set).The . The purpose of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that agreed levels of service quality are maintained.A separate procedure, with shorter timescales and greater urgency, must be used for ‘major’ incidents.
Two types of incidents are defined:
- Generic incidents
- TIER2 infrastructure incidents
generic handling of them and resolution times are defined in the Seamless Access Operational Level Agreements - OLA. This process elaborates on them in a bit more detail.
- If SUNET NOC detects incident based on monitoring
- Opens incident in the status.io, and maintains it on a change or periodically (once a day)
- Tries to resolve incident, if not escalates to engineering
- Engineering opens ticket in SA queue
- If engineering takes over, then engineering updates the status.io
- If engineering can not resolve, escalates to L3 support
- if there is significant deterrence to service quality, service ops manager informs ??? SA programme manager or who ?