Incident Management Process (draft)

Establish who are the affected users and stakeholders

• A starting input for this list can be the list of stakeholders here: Service Catalogue

Communicate information about the incident to the affected users and stakeholders

• Do this before taking any other action

The relevant team members should look into the issue

• First priority is to restore service

Create an Incident Report

• Start with one of the previous Incident Reports as a template: Incidents
• Save the new Incident Report here as a new child page
• Add the incident page to the Index table at the bottom of the page
• Basic information:
  • Timeline (how/when it was identified, when service was restored, etc)
  • Other information
  • Optional future mitigations
• If it's taking a long time to resolve the issue we must update the users every 3-4 hours, Linda Ness can probably help/advise with this.

Index

Severity

• Status
  colour Red title Critical

   Complete service outage

• Status
  subtle true colour Yellow title Med

  Partial service degradation

• Status
  colour Blue title Low

   Virtually no user impact

Data Loss

• Status
  colour Red title Yes

   Data has been lost

• Status
  subtle true colour Blue title No

   No data was lost

All Incident Documents