AreaISRM
Procedure status
FINALISED
Owner
Alessandro Paolini
ApproversProcess owner
Approval status

APPROVED

Approved version and date

v. 30  

Statement

Procedure defining a major incident review

Table of content

Overview

Procedure defining a major incident review.

Definitions

Please refer to the EGI Glossary for the definitions of the terms used in this procedure.

The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119.

Definition of Major Incident is provided in ISRM4 Classifying and managing major incidents which describes how to handle major incidents.

Entities involved in the procedure

  • ISRM Manager

Triggers

  • Review is performed in general twice per year, reporting at the next OMB available

Steps

Step# ResponsibleActionPrerequisites, if any
1

ISRM Manager

Perform an analysis of major incidents happened since the last OMB meetingAll major incidents are registered in Major incidents DB
2
ISRM Manager

Prepare a report with following information

  • What happened and when
  • Which service was impacted
  • Which users were impacted
  • Which mitigations, workarounds, resolutions were implemented and by who (useful for CI)
  • Lessons learned
  • Identified opportunities for improvement as input for CI

3
ISRM ManagerPresent report at next occurring OMB meeting