Major Incident Coordination 
            & Communication
             Tyler Piper & Elizabeth Giller
                 August 2019
      INTRODUCTION      PROCESS          FINDINGS
      • Definitions                    Common Root 
      • Severity                          Causes
      • Examples
                                       Process Value
       Incident:  A current unplanned                     •  Account & Access Management
       Incident:  A current unplanned                     •  Account & Access Management
       interruption to an IT service or                   •  Campus Data Network
       interruption to an IT service or                   •  Campus Data Network
       reduction in the quality of an IT service          •  Campus Phones
       reduction in the quality of an IT service          •  Campus Phones
                                                          •  Campus Solutions
                                                          •  Campus Solutions
                                                          •  Cherwell ITSM
                                                          •  Cherwell ITSM
        Major Incident:  A current or potential 
        Major Incident:  A current or potential           •  Ellucian Colleague 
                                                          •  Ellucian Colleague 
        unplanned impact from a customer 
        unplanned impact from a customer                  •  HCM/iPeople
                                                          •  HCM/iPeople
        perspective to a technology service critical 
        perspective to a technology service critical      •  My.IllinoisState.edu
                                                          •  My.IllinoisState.edu
        to academic or business processes.
        to academic or business processes.                •  Office 365
                                                          •  Office 365
                                                          •  Payment Processing 
                                                          •  Payment Processing 
                                                          •  ReggieNet
               Impact:  A reduction in IT Service         •  ReggieNet
               Impact:  A reduction in IT Service 
                                                          •  Security Events
               functionality, performance, or             •  Security Events
               functionality, performance, or 
                                                          •  Server and Storage 
               outage.                                    •  Server and Storage 
               outage.
                                                             Infrastructure
                                                             Infrastructure
        Major Incident Severity
  Severity 3
  Severity 3
  1 Service
  1 Service
           Severity 2
           Severity 2
          2+ Services
          2+ Services
                   Severity 1: A catastrophic event typically 
                   involving more than IT services and may have 
                   environmental or health and safety 
                   implications.
                    
                 Major Incident 
                       Examples
         Public
            Target Stores
            Massachusetts Emergency Services
         ISU
         •   Multi-system outage
         •   Office 365 Email degradation