ITSEC Agreed upon initial set of Commonwealth-wide KPI’s* for Incident Management

Reporting is based upon ITSEC endorsed Incident Priority model as Approved by ISB & CIO Cabinet

Monthly submission of KPIs and aggregation – Started 2/4 - voluntary (and confidential) participation

Importance: ITSEC wishes to have an end-to-end model of service support and this reporting is key to establishing that model

Goal: Measure of how successfully the policy adoption is occurring and what trends we are seeing

Next step : Understand where outages are occurring and where common opportunities exist

Begin by developing Commonwealth –wide IM Categorization framework ( Target: March)

Discuss prospects for collectively sharing service outages by category (Target: March)

Begin sharing this information (TBD)

Commonwealth Service Excellence Program: Service Level Reporting

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Commonwealth Incident Prioritization:Defines Priority with which Incident will be managed

URGENCY/ IMPACT

HighThere is a service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage(as opposed to for example, a performance degradation). (see Critical Applic. List for the critical applications which qualify as high impact service outages)

MediumThere is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or equivalent).

Low

Impact is to an individual or workgroup or

the service impacted is not of a mission

critical nature.

High

Immediate action is required to

restore service(s) or prevent failure

of a service. No work around

Exists.

Priority 1 Priority 2Priority 3

Medium

A service outage has occurred

and there is a work around but

service is degraded or work

around is not sufficently

timely, is too costly or too much

effort. Or service has not failed

but has the potential to do so.

Priority 2Priority 3 Priority 4

Low

A service outage has occurred

and a work around exists

and/or the remedation or/and

procurement is in process.

Priority 3 Priority 4 Priority 4/5

URGENCY/ IMPACT

HighA service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole sites or agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May effect public safety, transportation, health, financial servicing, or ability to deliver other public services.

MediumThere is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report).

Low

Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature.

High Immediate action is required to restore service (s) or prevent failure of a service. No work around exists.

• FastLane user accounts inaccessible; Unable to Log into Citrix; Network to Lowell office out.•EOE: ESE Mail (Exchange) down effecting all 550 Secondary Ed. end users • Complete loss of mission critical EHS applic. (ex. Beacon 3, Meditech, Family-net) •Critical gateway loss (AD, VG, Mass.Gov)•Complete Massmail outage at an EHS site•-Complete loss of Commonwealth mission critical service (HRCMS, MMARS, etc.)•EPS: RMV or DCJIS Mainframe down•DEP network down effecting 400 users; e-Permitting system down; •EEA’s network down causing ELA (Environ. Law Enfor.) outage and public safety impact•LWD network ISP circuit failure all services impacted•ANF: Agency network down

•MassDOTRegistrar’s PC down; AutoCAD Licensing server down, Oracle Fin. Down•EOE: ELAR -Educator Licensing applic. down preventing all admins & teachers from obtaining licensing records & certifications •Severe degradation of service from critical gateway (AD, VG, Mass.Gov) •Complete loss of MassMail at an EHS agency •EEA’s Waste site Cleanup data unavailable to Lic. Site professionals due to server outage• Bad network switch - Springfield LWD call center down•ANF: Governors Network down or Agency critical applic. out/degraded•EEA – DAR Blackberry service outage

MassDot Employee’s hard drive downEEA: Loss of data connectivity to part of an agency siteEPS: VOIP Service down @ 1 MPTC site

MediumA service outage occurred & there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failedbut potentially may do so.

•Critical voice service components are not functional (ex. Voice Mail)

•MassMail service for the Commonwealth is degrading

•ANF: E-mail node down effecting some users

•EOE: Nutrition Applic. Performance is degraded – health educators have difficulty obtaining necessary info.•IVR redundancy failover required causing degradation for Lawrence Call Center •EEA -AGR Web DataBase outage

•EPS:CJIS offline Search applic. responding slowly•Single EEA user BB out•MassDOT: A user’s MS-Word applic. Not opening•ANF: EE keyboard broken

LowA service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process.

•EEA’s HelpDesk HelpStar application unavailable but workaround via phones avail for short-term •ANF: Phone system outage but redundant node processing calls

EE PC down- temp. replacement not true image•ANF: switch port out but other is avail.•EHS: Service loss w/ limited # users and impact for which temp. restoration available via simple change (i.e. moving users to non-working to working port)

Local MASS.DOT printer outage – EE ability to do primary job no impactedESE Corrupted outlook file on siwillngle user –w/a is: use OWAPrinting for a group of users at An EHS site down, but alternative printing in the site available.

Commonwealth Incident Prioritization: ITSEC member examples

P1 P2 P3

P3P2

P3 P4 P4/P5

P4

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