If there is an impact on Healthcare, ITOC notifies the ITI Emergency Response (I-TIER). ITOC validates the major incident, and based on established criteria (see table below), the Department Operations Center (DOC) may be activated. P1 and P2 incidents are automatically assigned to the IT Operations Center (ITOC). The incidents are prioritized as P1 (priority 1) or P2 (priority 2) depending on the outage scope (widespread or local impact) and criticality. Incidents are detected by end users, UIT internal staff, or monitoring systems. Take a high-level look at these five steps that make up the major incident process. The process aims to quickly triage, communicate about, and restore the affected service(s) - a vital part of IT service management (ITSM) at Stanford. When incidents escalate to a major incident - that is, one or more critical services experience a widespread outage, degradation or localized impact - the University IT (UIT) major incident process is immediately activated. While not a regular occurrence, critical technology services are bound to have shortcomings from time to time, and it's our responsibility as technologists to ensure that these services run as smoothly as possible.
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