Wednesday, August 9, 2017

Transparency + Efficiency: Enhancing major incident management

When there is an IT issue that impacts many people, like an application isn’t working or a system is down, it’s described in IT terms as a major incident, although there may be more “colorful” language employed by users...

The good news is that OIT has a team devoted to managing major incidents. They are charged with bringing the appropriate individuals and teams from OIT together to coordinate the work of getting the issue fixed. They are also responsible for notifying all of OIT of the incident through the Major Incident Management dashboard. Over the past few years, we’ve focused a lot of energy on modernizing our incident management process - including custom building a dashboard, site and notification system that fits our unique needs across subject area and geographic notifications. As a result, we’ve dramatically improved response, reaction and notification times to impacted users. We have standardized the format and types of notifications to help create a cadence and expectation of service information and our incident management team continues to push into new areas to improve collaboration, transparency and accountability. This is a subscription service designed for OIT staff, but we’ve also made it available to our customers for full transparency.

I caught up with one of OIT’s major incident managers to find out a little more about what that team does.

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