MAN02 Service intervention management
Document control
| Property | Value |
|---|---|
| Title | Service Intervention Management |
| Policy Group | Operations Management Board (OMB) |
| Document status | Approved |
| Procedure Statement | Managing Service interventions |
| Owner | SDIS team |
Service Intervention
A service intervention is defined as an action which will involve or lead to the possibility of a loss, or noticeable degradation of a service. Depending on the planning of the outage, we have two types of intervention:
- Scheduled interventions: planned and agreed in advance
- Unscheduled interventions: unplanned, usually triggered by an unexpected failure
How to manage an intervention
Interventions are recorded through the Configuration Database. For more information, have a look at the description.
Scheduled interventions
- Scheduled interventions MUST be declared at least 24 h in advance, specifying reason and duration.
- Existing scheduled interventions CAN be extended, provided that it’s done 24 hours in advance.
Unscheduled interventions
- Any intervention declared less than 24 h in advance will be considered unscheduled.
- Sites MUST declare unscheduled interventions as soon as they are detected to inform the users. Unscheduled interventions CAN be declared up to 48 hours in the past (retroactive information to the user community).
Required information
The required information to fill in when declaring an intervention is:
- Severity (Outage or Warning)
- Description
- Timezone
- Starting and ending dates
- Affected site / Affected services and endpoints
Recommendations
- For interventions that impact end users, the downtime SHOULD be declared 5 working days in advance, specifying reason and duration.
- A post−mortem SHOULD be included in the downtime report.
Notifications
Intervention notifications (through broadcasts, RSS feeds, etc) as specified in the following procedures are automatically sent when declaring a downtime in Configuration Database: at declaration time, 24 h in advance and 1 h before the intervention.
Suspension policy
Sites on downtime for more than 1 month will be suspended/uncertified. AT_RISK
downtime declarations are only for providing warnings to users, and are ignored
for calculating site availability (actual status will be used).