Beschreibung
Task:Incident Management
Incident Management is the ITIL process to manage IT service disruptions and to restore normal service operation in order to minimize the adverse impact on business operations.
Run Manager´s Responsibilities (PROVIDER):
? Receive notifications of Service disruptions from PROVIDER´s Run Operations organization
? Review categorization/priority of outages (if needed: re-prioritize with Run Operations)
? Take ownership for the investigation and diagnosis of the outage
? Review/refine action plan for detailed investigation and diagnosis with the aim to resolve the outage as quickly as possible
? Resolve and recover the outage by identifying potential resolutions (including workarounds, temporary or permanent fixes)
? Provide management direction and support to verify suitable focus is placed on the outage to actively investigate and resolve the outage
? Trigger the Cassidian Escalation process based on business impact and complexity according to agreed rules
? Manage the interface to Cassidian, 3rd party maintenance provider or other 3rd party service providers
? On demand: transfer logfile to 3rd party maintenance provider following a process approved by Cassidian IT Security
? Deliver a monthly report of all outages
Change Management
Change Management ensures that all changes to the production environment are understood, planned, communicated and implemented in a controlled and organized manner with minimal impact on the operational activities.
Run Manager´s Responsibilities (PROVIDER):
? Initiate a Request for Change (RFC) or receive a RFC from an authorized requestor (Cassidian CR template)
? Assess the RFC for completeness and relevance
? Perform planning to evaluate technical risk, benefits, urgency, and define technical, communication, and Back-out plans to enable the implementation of the Change
? Develop and execute build and test plans
? Estimate PROVIDERs resource needs and propose the timeline for the implementation; provide effort estimations in case the planned activities are outside of contract boundary (deliverables, schedule, ?)
? Submit CR to Cassidian Change Advisory Board (CAB)
? Inform impacted Key Users and customer named Service Responsible
? Coordinate the implementation of the change based on plans and schedules
? Monitor the change against predefined acceptance criteria and timeline
? Manage the implementation of the Back out Plan (if necessary)
? Review and close each change following evaluation.Ensure all lessons learned are documented and the change closed accordingly
? Identify opportunities for further IMACD definition and maintain IMACD Change Catalogue (see 2.1.11)
Capacity Management
Capacity Management verifies there is cost-effective and sufficient IT infrastructure capacity to meet a client?s business requirement, both current and future. Capacity Management accomplishes this through collection, analysis, and reporting of capacity statistics, assessing the impact of planned projects, and working with the client and account in planning and budgeting IT infrastructure capacity based on business requirements.
Run Manager´s Responsibilities (PROVIDER):
? Manage the elimination of identified bottlenecks and capacity issues
? Jointly define utilization and capacity thresholds per Sub-Service
? Record utilization and capacity baseline figures for each contracted asset after Move-To-Production
? Provide and analyze monthly utilization and capacity reports on contracted assets:
- past and current utilization and capacity based on agreed KPIs
- exceptional events and their impact to utilization and capacity
? Forecast utilization and capacity based on historic data on contracted assets and escalate if capacity below threshold
Problem Management
The goal of the Problem Management service is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, the Problem Management service seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation.
Run Manager´s Responsibilities (PROVIDER): PROVIDER Restricted DataCentre Run Operations Germany Service Line Statement of Work
? Trend analysis of documented outages, the security reports and event logs of contracted assets with the aim to establish causes of incidents namely whether caused by lack of respect of operational procedures, bugs, capacity, hardware failure, etc., whether linked to recent changes whether incidents are closed with solutions or with workarounds.
? Follow-up on identified Problems with ?RUN? and with 3rd party maintenance provider(s) (3rd level support) to identify root cause
? Produce monthly reports based upon this analysis showing problems opened, problems solved, problems closed with workaround etc.
? Identify procedural and technical improvements which can prevent re-occurrence and propose to the named Service Responsible on customer side
? Raise Change Request and Follow-up implementation activities with the named Service Responsible on customer side
? Hand over to Risk Management if solution proposal not accepted or not implemented in time.
Requirements (Must have):
security clearence Ü2
Beginn: 01.12.2013
Dauer: 30.11.2014
Branche: Forschung/Technologie