Reporting unplanned outages is a necessary part of CIT's work.
CIT should be taking the following actions for unplanned outages.
Service owners/service support team responsibilities include:
- Report all incidents every time. Don't assume someone else will be doing this!
- Update the NOC regularly to keep them in the loop. Tier one services require hourly updates.
- Once resolved, always provide outcome information to the NOC include "what happened and how you fixed it).
Noc responsibilities include:
- Engage the service owner/service support team (if not already confirmed to be involved).
- Provide internal communications support.
- Update the CIT status page.
- Involve Communication & Outreach when necessary.