This document outlines the areas that an IT service can engage with to take advantage of the DoIT Operational Framework
for Change, Incident, and Event Management.
Service Transition meeting
Coordinated by the Service Process Coordinator leader. Brings together as many of the interested parties as possible for an overview of the service and the ways in which the Operational Framework can serve to support it. During this meeting, if information is available, we cover as many of the following areas as possible. Following that meeting, individual process leaders may engage further with the service provider to ensure that the service can be fully supported.
The Change Manager reviews Change Management guidelines and practices and answers questions. Special needs to help the service efficiently enter Change Requests and engage with Change Management can be considered.
Configuration Management Database (CMDB) entries
The Configuration Manager ensures that the CMDB accurately includes all relevant Configuration Items (CIs). Working in cooperation with the Change & Incident Manager, with participation from System Engineers and others, we ensure that accurate information is available for impact analysis and troubleshooting.
Document Help Desk support procedures
Coordinated by the Help Desk Customer Liaison. Provides documentation for Help Desk T1 and T2 staff in responding to service-specific inquiries, service requests, and incidents.
Document SNCC support procedures
Led by the SNCC documentation specialist. Drawing material from the information in the New Service Form and in collaboration with the service providers documents procedures for the 24x7 operators. Coordinated with alarm configuration.
Configure alarms and monitors
Led by Event Management & Monitoring staff working with application and host administrators. Coordinated with SNCC support documentation. See DoIT Monitoring Services (Overview)
The Problem Manager ensures that standardized Problem Management roles and responsibilities such as Situation Manager, escalation procedures, and service expectations are followed.