CIT STANDARD OPERATING PROCEDURE |
Communication Unplanned Outages
| Procedure Number:
SOP 20yy-000
"yy" is the year | Related Processes and Procedures:
DRP 20yy-000 Disaster Recovery Procedure Template
(Remove the above reference and include any Disaster Recovery, Standard Operating or other procedures related to the procedure documented herein). |
All text in "blue" should be removed from this document prior to release as final draft.
Revision History
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Version |
Description |
3/5/2010 |
ajl44 |
0.0 |
New Document |
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0.9 |
Final Draft |
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1.0 |
Approved Document |
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BACKGROUND AND PURPOSE
CIT Hosting Service customers need timely information regarding unplanned outages. In addition, responsible CIT departments must be notified. Status updates must be provided until outages are resolved.
SERVICES
CIT Hosting Services
Included Service |
Service Owner |
Service Manager |
Service Dependencies |
|---|---|---|---|
CommonSpot |
Donna Taber |
Nathan Reimer |
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ColdFustion |
Donna Taber |
Nathan Reimer |
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LAMP |
Donna Taber |
Nathan Reimer |
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Static |
Donna Taber |
Nathan Reimer |
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Fedora |
Donna Taber |
Richard Marisa |
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uPortal |
Donna Taber |
Jon Atherton |
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SCOPE
(What is in scope and what is not in scope for this procedure?)
Describe the situation or problem or specific deliverables applicable to this standard operating procedure.
(This is a required section for this document.)
CARD (Contingencies, Assumptions, Requirements, Dependencies)
(Indicate contingencies, assumptions, requirements and dependencies not indicated elsewhere which are required for execution of this procedure.)
Any relevant Contingencies, Assumptions, Requirements or Dependencies should be included.
- Contingencies describe "what if" scenarios and how to accommodate them.
- Assumptions are things which are presumed to be valid or true. Many assumptions will have a risk related to them.
- Requirements are items which are necessary in order to successfully execute this procedure.
- Dependencies are related items which depend on this procedure. Alternatively, the converse may also be relevant.
(If this section is not required, indicate "Not Applicable" rather than removing this section from the document).
TASK DESCRIPTION
Provide a description of the individual tasks which constitute the SOP.
Task Number |
Task Description |
Responsible Party |
|---|---|---|
1. |
Report all incidents to the NOC every time (call 255-9900). Don't assume someone else will be doing this! |
Service Owner/Service Support Team |
1.1 |
Update the NOC regularly to keep them in the loop. Tier one services require hourly updates. |
Service Owner/Service Support Team |
1.2 |
Once resolved, provide outcome information to the NOC; include what happened and how you fixed it. |
Service Owner/Service Support Team |
2. |
Engage the service owner/service support team (if not already confirmed to be involved). |
NOC |
2.1 |
Provide internal communications support. |
NOC |
2.2 |
Update the CIT status page. |
NOC |
2.3 |
Involve Communication & Outreach when necessary. |
NOC |
3 |
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Various |
PEOPLE
(Indicate functional units, titles of individuals who are both responsible and accountable for this SOP. If applicable, indicate skill sets required to execute the SOP in the event that the assigned individuals are not in a capacity to do so.)
Roles and responsibilities should be included in this section. Accountable individual or functional group for this standard operating procedure should be indicated. In the event that individuals or functional units specified cannot perform their function as described in this procedure, what skill sets would be required to perform the standard operating procedure?
APPENDICES and ATTACHMENTS follow the approval block.
Approvals
Name |
Function |
Comments |
Signature |
Date |
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Director |
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Service Owner |
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Service Manager |
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Appendix A: References
Communicating Unplanned Outages
Appendix B: Second Appendix
Include any material for Appendix B as referenced in the main document.
Add additional appendices, as required.
(If this Appendix is not required, remove this appendix from the document).
(Add any attachments that may have been too large to include in the main text portion of this document. Label as Attachment 1, Attachment 2, etc.)