ITMajorIncidentManagementResponseandCommunication.docxVIP

IT Major Incident Management Response and Communication A Collaborative Approach to IT Major Incident Management 1 Nancy Proctor Chris Wright Kevin Chenoweth October 2012 Collaborative Approach to IT Major Incident Management Objective: Expeditious Return to Normal Operations Managed Measured Deliberate Safe Collaborative effort: IT; Hospital Administration; VUMC Communications; (Inpatient) Systems Support Services; (Outpatient) Operations Systems Engineering, Operational Units; Others as needed 2 IT Major Incident Definition* High impact, or potentially high operational impact Requires a response that is above and beyond that given to normal incidents. Typically, requires: Cross departmental coordination Management escalation Mobilization of additional resources Increased communications 3 *ITIL Incident Management IT Major Incident Phased Response and Escalation Points Phase 1 From IT Incident Awareness to activation of IT Technical Conference Call Bridge Phase 2 From Activation of IT Conference Call Bridge to Activation of Administrative Conference Call Bridge Phase 3 From Activation of Administrative Conference Call Bridge to Return to Normal Operations 4 Early “Heads Up” Advisory to Hospital AC’s (Administrative Coordinators) IT to provide Hospital Administration* with “head ups” alert if IT impact assessment suggests widespread or extended systems outage (analogous to weather “advisory”) Intent is to alert Hosp. AC’s that IT is aware of, and working to resolve, a major incident that has the potential to cause significant impact IT may not have root cause, or estimated time to resolve at time of first alert IT may or may not have initiated IT Conference Call Bridge at this time Step may be skipped if event is significant enough to warrant immediate escalation 5 *Administrative Coordinator. Alert is also sent to Informatics Administrator On Call, and Systems Support (inpatient and/or clinic) Communication Protocols Early “Heads Up” Advisory to Hospital Adminis