ICT service status communications diagram
Urgency (service category)
Declare
Declare imminent or major
incident
Note: The following diagram only
applies to P1 and P2 incidents
contained in the black box in the
Priority matrix.
Impact
Priority matrix
Bronze
Silver
Gold
Individual
P4
P4
P3
Floor / lab(10+) / course
P4
P3
P2
Building (50+) / College
P3
P2
P1
Campus wide
P3
P2
P1
University wide
P3
P1
P1
1. Phone ED-ITS MIM MIM
Within 30 minutes
2. Phone DD-ITS service/app
owner MIM MIM
3. Phone business service/app
owner MIM EP
4. Establish MI Bridge MIM MIM
5. Provide technical update to All
ITS using current MI template
MIM MIM
3. Email ICT-service-status-list
and Executive-businesscontacts list MIM EP
= P1 incident
Update
Provide updates on status
of major incident
1.
Update all
channels used to
declare incident
MIM MIM EP SD
Within 45 minutes
(if required)
BLUE = owns task
PINK = actions task
Notify when service is
restored
5. Update Service Desk
recording (IVR) MIM SD
7. Post myRMIT announcement
MIM EP
MIM = Major Incident Manager
SD = ITS Service Desk
EP = ICT Engagement and Planning
Restore
4. Update ICT service status web
page MIM SD
6. Email all staff MIM EP
= P2 incident
1.
Review hourly
and update as
required
Update all
channels used
to declare
incident MIM
MIM EP SD
8. Send details to University
Communications MIM EP
Current as of 14/05/2012
ICT service status communications diagram (After Hours)
Monday – Thursday 5pm to 9am
Friday 5pm – Monday 9am
Priority matrix
1. Phone ED-ITS MIM MIM
Note: The following diagram only
applies to P1 and P2 incidents
contained in the black box in the
Priority matrix.
Within 30 minutes
2. Phone DD-ITS service/app
owner MIM MIM
3. Phone business service/app
owner MIM EP
4. Establish MI Bridge MIM MIM
5. Provide technical update to All
ITS using current MI template
MIM MIM
3. Email ICT-service-status-list
and Executive-businesscontacts list MIM EP
Update
Provide updates on status
of major incident
1.
Update all
channels used to
declare incident
Within 45 minutes
(if required)
Silver
Gold
Individual
P4
P4
P3
Floor / lab(10+) / course
P4
P3
P2
Building (50+) / College
P3
P2
P1
Campus wide
P3
P2
P1
University wide
P3
P1
P1
= P2 incident
MIM = Major Incident Manager
EP = ICT Engagement and Planning
BLUE = owns task
PINK = actions task
MIM MIM EP
Restore
Notify when service is
restored
5. Update Service Desk
recording (IVR) MIM EP
7. Post myRMIT announcement
MIM EP
Bronze
= P1 incident
4. Update ICT service status web
page MIM EP
6. Email all staff MIM EP
Impact
Declare
Declare imminent or major
incident
Urgency (service category)
1.
Review hourly
and update as
required
Update all
channels used
to declare
incident MIM
MIM EP
8. Send details to University
Communications MIM EP
Current as of 14/05/2012
Communications mailboxes
•ictservicestatus@rmit.edu.au
•Executive Director Information Technology Services (X03851@ems.rmit.edu.au)
•Major Incident Bridge number 99252999 Pin 22222
Communications templates
• http://www.rmit.edu.au/its/servicestatustemplates
Communications distribution lists
•1. its-critical-incident@rmit.edu.au, this list is for ITS process actioners and used by the MIM for
confirming a Major Incident to all parties. Can be used by all members of the list to communicate
amongst each other. Members include: Anirudh Chokhani, Aodhan O'Shea, Candice Walker, Daniel
Nevin, Debra Raca, Gus Grau, Hilton Williams, Jane Cameron, Jeremy Epstein, Laura Akl, Linda
Schalken, Quan Nguyen, Rishabh Desai, Robert Dukic, April Weiss, Steve Petrenko, Selenda Jensen
and EP Engagement Managers
•2. executive-business-contacts@rmit.edu.au , this list contains executives, senior managers and
personal assistants from across the University. You must proxy into the ictservicestatus@rmit.edu.au
mailbox to send to this list. The ED-ITS mailbox also has permission to send to this list.
•3. ict-service-status-list@rmit.edu.au , this is a list of ITS customers subscribed to receiving notifications
of ICT service interruptions. You must proxy into the ictservicestatus@rmit.edu.au mailbox to send to
this list. The ED-ITS mailbox also has permission to send to this list
•4. ITS_staff@rmit.edu.au, this list contains all ITS staff. A restricted number of staff which includes the
ED-ITS, Mandy Jones, ITS Reception and the ITS Deputy Directors can send to this list.
•5. All Staff, this list contains around 6,000 university staff therefore the list is restricted to only a few
University Senior Executives of which the ED-ITS is one.
Current as of 14/05/2012