ITSM - Incident/Problem/Outage Management Quick Links and Resources
Quick links and resources for technologists engaging when there is an Incident, Problem with Outage, or suspected Outage of a system for which the technologist is responsible.
- What is an Incident? Service Outage?
- How to Report an Outage
- Communicating During an Outage
- Accessing the Problem Record
- Additional Resources
- Roles During an Outage
What is an Incident? Service Outage?
How to Report an Outage
Service affecting Problems should be reported in a 'live' fashion to SNCC as soon as possible. SNCC can then begin engaging appropriate resources to address the Problem.
- Via the DoIT Operations Support channel in MS Teams
- Call SNCC
- SysOps (3-2648 option 3)
- NOC (3-4188 option 1)
Communicating During an Outage
Ongoing communications via the DoIT Operations Support channel is preferred as it allows for simultaneous communication among individuals engaged in the Problem.
- Via the DoIT Operations Support channel in MS Teams
- Call SNCC
- SysOps (3-2648 option 3)
- NOC (3-4188 option 1)
- Out of Band
- Out of Band is used only when Microsoft Teams is unavailable or SSO (Single Sign On/Shibboleth) is unavailable.
- Platform to be decided
- Email (should not be used if communication is time sensitive)
- sysops sysops@doit.wisc.edu
- NOC noc@doit.wisc.edu
Accessing the Problem Record
The Problem record is the official record. During the Outage the Problem record is owned and maintained by SNCC.
Additional Resources
- DoIT Outage Page (Public View of Outages)
Roles During an Outage
Complete role definitions can be found in the DoIT Operational Framework - Section 4.0 - Incident Management.
- Help Desk - Respond to end-users and record end-user experience during outage. Represent end-user experience to technologists working to resolve the Problem.
- SNCC - Engage appropriate technologists to resolve Problem. Serve as communications hub during the Problem and maintain the Problem record.
- Technologists - Work to resolve Problem and keep appropriate stakeholders up to date on resolution progress.
- Situation Manager - For those services which have Situation Managers identified, serve as a resource for technologist response to the Problem and identify additional resources as needed.
- Duty Manager - SNCC on-call role which serves the management role in the absence of a Situation Manager. This role is a resource for SNCC staff.