https://padlet.com/jussinaski/mtsjn11t3zfae6z9 Incident definition WS 26.4 en-us 2021-04-22 13:24:17 UTC 2021-04-26 08:54:54 UTC hello@padlet.com jussinaski https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447120396 Q1: The incident was detected and resolution process started.
Q2: Know your role in a case of a major incident that can end up being a critical incident. Impact knowledge is good t have - this is not always to be taken for granted of the person that is sending the incident ticket
Q3: The JIRA SD tool would have helped with the triggering of the incident and thereby required the severity definition, involving the right Incident managers in the process, the escalation process would be more secure and trackable]]> 2021-04-22 13:25:13 UTC https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447120396 jussinaski https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447120933 Q1: Created a Group Chat in Teams where we followed up on the Recovery Steps ( a clear action plan Who does what when and how)
Q2: Timing - The batch incident was observed and the call for action was triggered by Business while it should have been detected and worked on first by IT and then Business should have been informed on the status of the resolution.
Q3: Documentation. Linking the Incident with the Problem Ticket (RCA) and the steps done to resolve the Incident and the CR created after to ensure that this IN does not happen again.]]> 2021-04-22 13:25:19 UTC https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447120933 jussinaski https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447122974 Q1: Impact/severity was identified well
Q2:
Q3: Jira SD could more efficiently link services to tell who should be contacted. However this incident happened outside of business hours ]]> 2021-04-22 13:25:41 UTC https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447122974 jussinaski https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447123310 Q1: Relevant people from IT was activated even though it was a holiday. Although not done by servicedesk
Q2:  Internal communication done in a "wrong" tool, we now know better what to use in the future. Communication to business could have been better.
Q3: Communication to the user or business owner easier via the tool. Clear commenting on the incident from different parts of IT.]]> 2021-04-22 13:25:45 UTC https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447123310 jussinaski https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447123670 Q1: Escalation to other teams was done immediately (Business, SAP, Summit and BI&I) on 29.3
Q2: Lack of formal management escalation process? Not sure when/how e.g. Kirke was informed
Q3:]]> 2021-04-22 13:25:49 UTC https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447123670 jussinaski https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447124028 Q1: Was handled well as people were given role to cover their own field and through communication in  those circumstances people were kept in loop.
Q2: Communication was scattered in the mail. Teams would have been a better one to keep everybody in loop and having the same knowledge/status.
Q3: As the process always start from there, we will have a track of the incidents, but most of the work is done outside Jira Servicedesk. If larger incidents the documentation should be outside the ticket and update only status (use links instead)]]> 2021-04-22 13:25:52 UTC https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447124028 jussinaski https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447124493 Q1: Teams took the initiative to resolve issues (personal ownership and initiative).
Q2: The identification and communication of an incident needs to be improved.
Q3: Jira as with any ITSM MUST be able to guide the flow of an incident when an incident happens. This should be all the way from prioritizing (upgrade/ downgrade), hand-off/ handover, show the flow so far (and what has been done), until the incident is resolved.]]> 2021-04-22 13:25:58 UTC https://padlet.com/jussinaski/mtsjn11t3zfae6z9/wish/1447124493