UCSF School of Medicine - Information Services Unit

Priority of the incident – assigned by the Service Desk when the Remedy Ticket is opened and is determined primarily on the basis of urgency and impact. All Incidents have a 30 minute initial response time.

P1 = Priority 1 Incident – Kick off SOM ISU Incident Management Communication Plan

P2 = Priority 2 Incident – Kick off SOM ISU Incident Management Communication Plan*

** Note: Hours stated in terms of business hours, e.g., 48 hours equal 6 business days.

*Note: This service is only intended for Priority 1 outages. Fixes for lower priority outages will be addressed the next business day.

*Support Outside Business Hours:
During after hours support all incidents have a 1 hour initial response time. Priority 1 incidents have a 3 hour window to initiate a fix while all other priority levels will be addressed the next business day.

Customers may contact the ISU Helpdesk with one-week lead-time to make special arrangements for more responsive after hours support for a specific period of time for unique projects or activities. For example, it may be imperative that a certain application has high availability over a specific weekend. In this situation, additional on call technicians may be assigned over the weekend and put on high alert to respond to problems in a more timely fashion.

Incident Management is Kicked Off
1. An Incident is suspected by SOM ISU Staff and is immediately reported to SOM Management or Sr. Architects
2. An Incident is Identified by SOM ISU Staff and they contact the SOM Service Desk, starting the SOM ISU Incident Management Process.
3. SOM Service Desk identifies and documents the Incident Owner in the Incident Management System (currently Remedy).
  - The Incident Owner owns the Incident and is responsible for working with and informing the SOM Service Desk in intervals appropriate to the priority level of the incident. During a Priority 1 or 2 incident the Incident Owner has the power to draft in to his/her service any resource they deem necessary to more efficiently handle the Incident.
  - The Service Desk Incident Manager owns the SOM ISU Incident Management Process and is responsible for coordinating communications with the Incident Owner.
Initial Incident Communications
1. ISU Internal Communications Service (Service Desk Incident Manager):
  After a half hour or a Resolution to the Incident (whichever comes first) the Service Desk Incident Manager is tasked with minimally communicating to SOM ISU Sr. Management the following:
  - Via Phone:
    - Call all SOM ISU Sr. Management
  - Via Email:
    - A brief summary of the incident
    - The Ticket Number in of the Incident in the Incident Management System
    - The identified and documented Incident Manager
    - Priority level of the incident
    - Estimated time to Resolution
    - Estimated impact
    - Estimated time of next update or communication
  - Via Text Message:
    - 911 — Priority 1 — Call 502-1919 (or phone ext. of the documented Incident Manager
2. Client Communications (Incident Owner)
  - Via Phone:
    - Escalate to the client(s) the Incident with a phone call within 5-15 minutes of reported Incident
  - Via Email:
    - Email the incident and summary of any dialogue of the escalation phone call to the client(s)
  - The Incident Owner continues to contact the Business Owner until there is an acknowledgement their communications are received. A Business Owner is responsible for acknowledging this initial communication.
Continued Communications:
1. Incident updates are coordinated by the SOM Service Desk with the Incident Manager at intervals determined by the priority level of the incident to appropriate audience including SOM ISU Sr. Management.
2. Communication Intervals for Internal ISU communications (Incident Manager):
  - Determined by the demands of the incident, to be documented and adhered to by the SOM Servioce Desk Incident Manager
  - Coordinate Status Meeting every 1hr with all involved staff.
3. Communication Intervals By Priority Level for Client Communications (Incident Owner):
  - Priority 1 - 1hr
  - Priority 2 - 3hrs
4. Business Responsibilites:
  - The Business Owner is to continue to acknowledge communications and work on internal procedural work arounds (i.e. paper processes)
Incident Resolved
1. The Incident cannot be Resolved until the Business Owner acknowledges that theIncident is Resolved.
2. Incident Resolution is to be communicated to all appropiate units and customers.
3. The Incident Resolution is to be documented in the Incident Management System, SOM KB, and any other applicable system. All systems where the Incident Resolution is documented are to be documentedin the Incident Management System, as well
Post Mortem & Documentation
1. Post Mortem Review is to be scheduled and documented in the Incident Management System and assigned to the Incident Manager.
2. Post Mortem Review is to be held and all meeting notes, findings, and required actions are to be documented in the Incident and Problem Management Systems. (Remedy, On Time, Etc.)
3. Close Incident:
  - The Incident can be closed once all required actions from the Post Mortem Review of the Incident are Implemented and Documented.