91社区 IT follows an鈥疘ncident Management Process in order to resolve issues with 91社区-provisioned technology affecting the community. Each incident is evaluated, prioritized, and assigned according to this process. Learn more below:鈥�
ITSM incident management
IT Services has established an IT incident management process that is well-documented and followed by our central IT staff. This process ensures each incident that occurs is evaluated, prioritized and managed in a structured and consistent way. The following section explains what constitutes an incident, where you report an incident, and the steps we take to resolve them.
Incident management is one of six IT service management processes put in place by 91社区 IT Services.
What is an incident?鈥�
An incident is an unplanned event that disrupts an individual鈥檚 or a group鈥檚 ability to use a 91社区 IT-provisioned system or equipment. It may involve the failure of a feature or service or some other type of operations failure. This may be any occurrence that significantly affects system software or hardware.鈥疻hen there is a major disruption to a system or platform, the on the IT Support site is updated accordingly.
Reporting an IT Incident
In most cases, if you need to report an IT incident, you should submit a ticket via the鈥�.听If your incident requires an expedited solution (for example, the issue is preventing you from completing a critical or timely task), .
Incident prioritization
When an incident is reported, two factors - impact鈥痑nd鈥痷rgency - are assessed to determine its priority:
- 滨尘辫补肠迟鈥� reflects the number of people affected both within and outside the 91社区 community.
- 鲍谤驳别苍肠测鈥� reflects the degree to which the audience is affected.
Once the impact and urgency rating has been assigned, an incident's priority can then be calculated, as per the table below.
| Urgency/Impact to determine priority | Impact Level 1: Entire University | Impact Level 2: Large department or group | Impact Level 3: Several individuals | Impact Level 4: Individual |
|---|---|---|---|---|
| Urgency Level 1: Work is completely halted | Priority 1: Critical听 | Priority 1: Critical | Priority 2: High听 | Priority听3: Moderate听 |
| Urgency Level 2: Work is severely restricted | Priority 1: Critical | Priority 2: High听 | Priority 3: Moderate听 | Priority听3: Moderate听 |
| Urgency Level 3: Work is degraded | Priority 2: High听 | Priority听3: Moderate听 | Priority听3: Moderate听 | Priority 4: Low听 |
| Urgency Level 4: Work is only minimally affected | Priority 3:听Moderate听 | Priority 3: Moderate听 | Priority 4: Low听 | Priority 4: Low听 |
Major Incidents: Priority 1 and 2
Incidents with a Priority of 1 or 2 are considered Major Incidents and are managed through鈥疘T's鈥疢ajor Incident Management process. All major incidents are communicated promptly to all ITS staff via notifications generated by our IT service management tool (ServiceNow).鈥� If the incident has caused a major disruption to a system or platform, the 听on the IT Support site is updated accordingly.
If an incident's impact is significant and it cannot be immediately resolved, we will also inform the 91社区 community via various communications channels (ITS website, IT Support site, and social media) as needed, according to the type of incident.
Who to contact if you need support
If you have any questions regarding IT service management and how these processes work, please contact听itsm [at] mcgill.ca (ITSM - IT Service Management).
Resources
- Get started with the 听
- IT Service Management
