ICT Services Disruption Process
A process whereby other U of S College IT Support units are notified and kept abreast of ICT service disruptions.Outcome
IT support units working with people in their colleges will be in a better position to provide support during a disruption. *This process is not to replace other mailing lists or communication procedures already in place.
ProcessUpon notification of a significant outage, it is the ICT Service Desk's responsibility to create a global ticket and notify college and administration IT Support units via an opt-in mailing list. This notification will be sent as soon as possible. Responsibility for ongoing communication regarding the outage remains with the ICT Service Desk.
Changes to the severity, scope, or estimated recovery time should initiate a follow-up communication to the units. This includes updating a recovery time from unknown to known, when a recovery time has been exceeded (what is the new time?), or when the services involved or the people impacted has changed.
The ICT Service Desk will create a Tracks ticket with the template for IT outages: priority high/critical, global and the information contained within the ticket will be sent to the opt-in mailing list.
The IT Support units can communicate back via the Tracks system by replying to the notification email. The subject line should not be changed, or should contain the keywords ISSUE=(originating ticket number) PROJ=1 inSubscribe to Alerts
U of S IT Support Units may subscribe to the alerts notification list at ict_alerts.