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Section

h2.

Define

the

Problem

# *

ops-help@mit.edu:
*
Is

the

primary

communications

conduit

for

service

problems.
##
ops-help

generates

a

request

tracker

ticket.

Use

this

thread

for

the

whole

problem

resolution

(for

urgent

response)

or

hand-off

(bugs).
##
Email

representing

urgent

problems

should

be

forwarded

to

the

appropriate

business

owner,

service

owner,

and

the

help

desk.
##
Support

personnel

will

handle

issue

resolution

(customer

or

community

communications)

through

their

channels.

These

are

the

service

owner

and/or

the

help

desk.
##
If

a

support

request

requiring

a

technical

response

came

through

another

channel,

forward

it

to

ops-help.
##
Automated

responses

from

monitoring

software

come

through

various

service

support

lists.

Assume

that

list

is

part

of

the

communications

thread.
# *
Choose

a

Tech

Lead
* ##
Operations

and

Infrastructure

must

select

a

Tech

Lead

to

see

the

problem

resolution

through

to

completion.
##
The

Tech

Lead

responds

to

the

internal

initiators

of

the

problem

report,

alerting

those

parties

that

resolution

is

underway.
##
The

Tech

Lead

defines

the

type

of

issue:

Ugent

or

Handoff.
##
For

Operations

staff,

both

kinds

of

issues

are

pri-1.

It

is

acceptable

for

all

other

responsibilities

to

be

on

hold

until

resolution

(system

down)

or

handoff

(bug

report).
h2.

Urgent

Response

(Resolution)

# *

For

an

unresponsive

component,

either

the

Server

Operations

team

or

an

automated

process

should

have

attempted

to

restart

the

component.
* ##
Someone

familiar

with

the

system

must

check

to

see

if

restart

procedures

occurred

and

if

that

temporarily

resolved

the

problem.
##
If

not,

Tech

Lead

or

designate

restarts

component

manually,

determines

if

this

resolves

issue

or

if

a

more

persistent

problem

exists.
# *
Notification:

preliminary

problem

description

(and

resolution,

if

applicable)

sent

to

Recipient

List:
* ##
initiator

of

problem

ticket,

srstaff@mit.edu,

the

appropriate

"announce"

list

for

the

service,

and

if

any

end-user

applications

could

have

been

affected,

computing-help@mit.edu
# *
In

conjunction

with

managers

currently

present,

Tech

Lead

forms

Team

to

troubleshoot

issue.
* ##
Emergency

Response

takes

precedence

over

other

project

work.
##
Tech

Lead

is

project

manager

for

duration

of

issue

resolution.
##
Tech

Lead

is

final

arbiter

for

delegation

of

tasks,

priorities,

and

timing.
# *
Notification:

If

resolution

is

lengthy,

Tech

Lead

will

update

Recipient

List

at

least

once

per

day

of

status

of

resolution.
* # *
Post

Mortem:

Tech

Lead

reviews

response.
*
If

emergency

response

offers

the

opportunity

for

improvement

of

process,

Tech

Lead

calls

a

post-mortem

with

parties

who

participated

in

the

resolution.
h2.

Bug

Reports-Handoff

# *

Tech

Lead

notifies

a

team

leader

or

manager

responsible

for

each

tier

of

the

system

affected.
* ##
Tech

Lead

collects

information

from

managers

on

which

mail

lists

to

send

notification

of

issue.

This

is

the

Recipient

List

for

this

issue.

Note

it

in

the

ticket.
##
Tech

Lead

and

managers

determine

staff

members

responsible

for

issue.

This

is

the

Team.
# *
Tech

Lead

sends

message

to

Recipient

List

notifying

them

of

the

issue.
* # *
Team

performs

preliminary

troubleshooting

to

determine

the

nature

of

the

issue

and

identify

the

staff

responsible

to

remedy

the

issue.
* # *
Ticket

information

is

transferred

or

linked

to

system

of

record

for

the

issue

resolvers.
* # *
Recipient

List

is

notified

of

the

transfer

and

the

managers

now

responsible

for

the

issue.

Column

Wiki Markup

Column

width	300

Panel

borderColor	blue
borderStyle	solid

Terminology

Problem: Requiring a technical solution.
Issue: Requiring customer communications or training.
Service Owner: IS&T team primarily responsible for a service.
Business Owner: Person or department that sponsors the service.
Urgent: Requires immediate triage, service down.
Hand-Off: Bug in the system, short-term project.

* {cloumn} {column:width=300} {panel:borderStyle=solid|borderColor=blue} h2. Terminology *Problem:* Requiring a technical solution. *Issue:* Requiring customer communications or training. *Service Owner:* IS&T team primarily responsible for a service. *Business Owner:* Person or department that sponsors the service. *Urgent:* Requires immediate triage, service down. *Hand-Off:* Bug in the system, short-term project. {panel}

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