MAN02 Service intervention management
How to service interventions
|Title||Service Intervention Management|
|Policy Group||Operations Management Board (OMB)|
|Procedure Statement||Managing Service interventions|
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
How to manage an intervention
Interventions are recorded through the
Configuration Database. For more
information, have a look at the
- 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.
- Any intervention declared less than 24 h in advance will be considered
- 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).
The required information to fill in when declaring an intervention is:
- Severity (Outage or Warning)
- Starting and ending dates
- Affected site / Affected services and endpoints
- 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.
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.
Sites on downtime for more than 1 month will be suspended/uncertified.
downtime declarations are only for providing warnings to users, and are ignored
for calculating site availability (actual status will be used).