Working with the Operational Framework (Policy)

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.

Change Management

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. Initiated from [Link for document 12479 is unavailable at this time.] in the KnowledgeBase.

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/SNCC Monitoring Services (Overview)

Situation Manager, escalation procedures, and service expectations

These points may be taken care of under other headings, but the Incident & Change Manager ensures that that these points have been covered.