{"id":262,"date":"2014-05-14T14:27:45","date_gmt":"2014-05-14T18:27:45","guid":{"rendered":"http:\/\/sites.miamioh.edu\/itservices\/?p=262"},"modified":"2014-05-14T14:27:45","modified_gmt":"2014-05-14T18:27:45","slug":"no-more-outages","status":"publish","type":"post","link":"https:\/\/sites.miamioh.edu\/itservices\/?p=262","title":{"rendered":"No more Outages!"},"content":{"rendered":"<p dir=\"ltr\">Now wouldn&#8217;t that be nice!?\u00a0The Service Excellence project will launch a new Major Incident process which makes radical departures from our current practices.<\/p>\n<p dir=\"ltr\"><img decoding=\"async\" class=\"alignleft\" alt=\"\" src=\"https:\/\/lh5.googleusercontent.com\/9FS-hMl5wp7hd0H4z0o0fzKYhnewd3dWD9uEMzf28XsuL_u5heZTQhRZS5LGXljAKBSDxQk1OPYLLJ_cigdoN7bW-wVaVA_ddYOyRgUnpLLSn-JOGKLpGn13iHLwIEEU-w\" width=\"152px;\" height=\"110px;\" \/><\/p>\n<ul>\n<li>\n<p dir=\"ltr\">We will no longer have incidents we call \u201cOutages\u201d. Instead, we will have incidents with varying severity levels ranging from 1 to 5<\/p>\n<\/li>\n<li>\n<p dir=\"ltr\">The Major Incident process is invoked automatically anytime a severity 1 incident is started or a severity 2 incident exceeds our time-to-resolution target (4 hours).<\/p>\n<\/li>\n<li>\n<p dir=\"ltr\">Anyone who believes that we have a situation which warrants a major incident can trigger the process manually<\/p>\n<\/li>\n<li>\n<p dir=\"ltr\">An incident leader is assigned to coordinate the restoration of service and communications activities both among the team and with relevant stakeholders<\/p>\n<\/li>\n<li>\n<p dir=\"ltr\">&#8220;Outages&#8221; will no longer be automatically broadcast to tech-chat, tech-news, or myMiami, but instead rely on the incident leader to determine appropriate communication. Instead of a blemish, a major incident becomes an opportunity to let our Service Excellence shine!<\/p>\n<\/li>\n<\/ul>\n<p><strong>Let us know what you think by commenting below.<\/strong><\/p>\n<p>Watch for more details on how to initiate this process and provide feedback next week.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Now wouldn&#8217;t that be nice!?\u00a0The Service Excellence project will launch a new Major Incident process which makes radical departures from our current practices. We will [&hellip;]<\/p>\n","protected":false},"author":64,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"_s2mail":"yes","footnotes":""},"categories":[6,4],"tags":[7],"class_list":["post-262","post","type-post","status-publish","format-standard","hentry","category-how-we-work","category-it-news","tag-service-excellence"],"_links":{"self":[{"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/posts\/262","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/users\/64"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=262"}],"version-history":[{"count":0,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/posts\/262\/revisions"}],"wp:attachment":[{"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=262"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=262"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=262"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}