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CIT STANDARD OPERATING PROCEDURE |
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New User Account Request LAMP Service
Procedure Number: SOP 2010-000LA001
Related Processes and Procedures:
DRP 20yy-000 Disaster Recovery Procedure Template
(None at this time, didn't know if we'd need to link this to a DR procedure later on).
Revision History
Date | Author | Version | Description |
3/911/2010 | 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
Procedure identifies the processes used to complete a 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 resolvedLAMP Hosting Service request for a new customer account.
SERVICES
CIT Hosting Services
Included Service | Service Owner | Service Manager | Service Dependencies |
|---|---|---|---|
LAMP | Donna Taber | Jon Atherton | Service Support Team, DBA |
SCOPE
In Scope:
- Details the steps necessary to communicate outages to CIT Hosting customerscreate a new LAMP Hosting Service account.
- Identifies the roles and responsibilities of CIT staff, regardless of reporting structure, necessary to communicate outages to CIT Hosting customerscreate a new LAMP Hosting Service account.
Out of Scope:
- Does not identify methods, steps or resources needed to resolve the outage issueused by the Service Support Team or Database Administrator (DBA).
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 | | Various |
PEOPLE
. | Various |
PEOPLE
Title | Role |
|---|---|
Director | Service Delivery goals. |
Service Owner | Drive the Service Delivery goals. |
Service Owner | Negotiating SLAs; OLAs for the Service. |
Service Manager | In partnership with the Serivce Delivery Owner, drives the Service Delivery goals. |
Service Manager | Accountable for the daily operation of the Service; may directly respond to service operation needs of Customers. |
Service Support Team | Works with other Service Support Team members to achieve defined Service Delivery goals. |
All | Responsible for expected (or guaranteed) availability of the Service and responsible for the quality of Service Delivery |
Title | Role |
Service Owner | Point of escalation for major incidents. |
Service Owner | Developing and executing the Service's outage communications plan. Executing the outage communications plan may be delegated. |
Service Manager | Responsible for internal planned outage communications. May be responsible for external planned outage communications. |
Service Support Team | Provide timely outage status updates |
NOC | Provide internal communications support. |
APPENDICES and ATTACHMENTS follow the approval block.
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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 OutagesThe CIT Hosting Service Community