IT Process and Procedures - Incident Management - Priority 2 Incident by Millaisb

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									Infrastructure technology group




      IT Processes and Procedures



   Incident Management

           Priority 2 Incident




www.infratechgrp.com.au                                                           ABN 56 087 369 506
                            Infrastructure Technology Group Pty Ltd
sales@infratechgrp.com.au                                             T 0431 548 717 ::: F 02 8456 5728
                                                                     IT Processes and Procedures
infrastructure technology group                    Incident Management - Priority 2 Incident




Document Change Control
Please note significant document changes with a version increment of 1.0. Minor
administrative changes, where the meaning or intention of the document is not altered
should increase by an increment of 0.1.

  Version              Date                  Author(s)                    Summary of Changes
 1.0           June 10             Infrastructure Technology Group     Release




Document Sign-Off
Document in accordance with requirements and strategic architecture
 Name (Position)                                 Signature                           Date
 Primary Person
 IT Service Desk Manager
 Secondary Person
 IT Operations Manager
 Designated Signatory
 CIO


Document Nomenclature
To modify this document to suit your requirements, the following designations should be
replaced with your preferred name.


                   Document Name                                       Replacement

Acme Inc.                                         Your Company Name.




 Copyright Acme Inc.                         Confidential                                  Page 2
                                                                                                       IT Processes and Procedures
infrastructure technology group                                               Incident Management - Priority 2 Incident


TABLE OF CONTENTS


1.         About this Document ................................................................4
1.1        Who should use this document? ......................................................................................... 4
1.2        Related documents................................................................................................................. 4


2          Priority 2 Incident Process Overview ...................................5
2.1        Purpose of this Document .................................................................................................... 5
2.2        Scope of this Document ........................................................................................................ 5
2.3        Objectives of the Process...................................................................................................... 5
2.4        Summary of the Process ....................................................................................................... 5


3          Priority 2 Incident Process .....................................................6
3.1        Reasons for Process ............................................................................................................... 6
3.2        Process ...................................................................................................................................... 6
3.3        Priority 2 Incident Flowchart ............................................................................................. 8
3.4        Priority 2 Incident Procedure............................................................................................. 9


4          Appendix A: Outage Notification Emails............................10

5          Appendix B: Post Incident Learning Report .....................11

6          Appendix C: Impact /Urgency Priority Matrix ..................12
6.1        Impact ..................................................................................................................................... 12
6.2        Urgency ................................................................................................................................... 12
6.3        Incident Priority .................................................................................................................. 12


7          Disclaimer .................................................................................14
7.1     License .................................................................................................................................... 14
  7.1.1   Limited Usage Granted ....................................................................................................... 14
  7.1.2   Modifications ........................................................................................................................ 14
  7.1.3   Unauthorized Use ................................................................................................................ 14
  7.1.4   Assignability ........................................................................................................................ 14
  7.1.5   Ownership ............................................................................................................................ 14
  7.1.6   Company Details ................................................................................................................. 14




 Copyright Acme Inc.                                                   Confidential                                                            Page 3
                                                           IT Processes and Procedures
infrastructure technology group              Incident Management - Priority 2 Incident



1. About this Document
     This document provides information about the following items:


                 Priority 2 Incident



1.1 Who should use this document?
     The following people use the Priority 1 Incident Processes:


                 IT Service Desk
                 Technical Se
								
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