Network Restoration

What it is | Objectives | Promised Performance | Client Obligations | Funding | Dependent On | Activities | More Info | CO Summary

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1. Description

2. Objectives

• high total availability and capacity of wide area and local area networks
• speedy service restoration following a network outage
• broaden scope of service provision to include high quality remote access to ebc common applications, systems and information resources

3. Service Commitments

EDS Notification Commitements

EDS Standard Default Severity Codes by Service Level

How are we doing ?

4. Client Obligations

• Client business units agree to be available to the EDS and vendor support person to discuss incidents and their resolution. If the client is not available when the support person calls, the problem will be placed into monitor status.

5. Client Costs

• EDS network provisioning is made centrally from an annual appropriation through Management Board of Cabinet
• internal ebc Cluster costs associated with Incident Management and logging and EDS Contact liaison activities are paid from an annual appropriation to the Minister of Labour on behalf of all ebc Cluster ministries

6. Dependencies

• ebc is dependent on MBS, as the administrator of the EDS contract, for ultimate enforcement of any SLA performance commitments
• EDS maintains sub-contracts will Bell, Worldcom, etc for parts of the Wide Area Network

7. Activities

• Participation in EDS Problem Review Meetings

  The purpose of this meeting is to make vendor or support groups and the client aware of the incidents and changes that occurred from the previous day and which may impact their own groups. The meeting emphasizes severity 10 incidents. The Incident & Problem Manager may request additional information about particular incidents or problems from the vendor or support group assigned to resolve the incident.

• Tracking and reacting to an incident

  EDS Incident & Problem Management will react to notification of an incident, consolidate and provide resolution for all incidents within the scope of the INP contract. If EDS Incident & Problem Management becomes aware of any circumstance that could have an impact on the OPS environment in which they are responsible, Incident & Problem Management will immediately advise the client. Incident & Problem Management will work with the vendors or support groups to correct any such incidents and report all the findings and resolution to the client. This will include the ability to correlate outages and proactively update the OPS Helpdesk.

• Configuration Management Database

  As part of the EDS CMDB, Incident and Problem Management will use an the Remedy ARS system tool to provide exception reports for incident management and provide automatic notifications and escalation triggers based upon severity and Service Level Agreements.

• Support group ownership and follow-up

  The EDS Incident & Problem Manager ensures that each ticket passed to a vendor or support group is owned by that group, and that regular updates to the client are provided until resolution. The Incident & Problem Manager proactively manages incidents that have not been resolved within the contracted service levels. The Incident & Problem Manager performs a review of critical problems and provides assistance with root-cause analysis.

• Resourcing a Severity 10 Incident

  The EDS Incident & Problem Manager will manage all reported Severity 10 incidents to resolution. The EDS Incident & Problem Manager will review all the reported information and work with its vendors to ensure proper dispatch has taken place and that the vendor is aware of the severity of the situation.

• Vendor technician updates

  The EDS Incident & Problem Manager will liaise with the vendor to ensure real time updates are provided and reported in the incident log. This information will be communicated from the vendor to EDS via their XML bridge and from EDS to OPS via their XML bridge providing timely updates in a quick efficient manner.

• Updates to the Cluster Incident Coordinator

  The EDS Incident & Problem Manager will provide all updates received to the Cluster Incident coordinator(s) upon being notified of updates. This will be accomplished through verbal communication as well as providing continuous updates to the incident log.

• Severity 10 teleconferences

  The EDS Incident & Problem Manager will host Severity 10 conference calls with the Cluster Incident coordinators at appropriate intervals or as requested. The EDS Incident coordinator will provide 30-minute notice that a teleconference will take place and ensure the proper EDS representation is available. The Cluster Incident coordinator will ensure proper cluster representation is available.

• EDS Internal Escalation

  Escalation within EDS may also happen outside of the above-defined windows as appropriate. This may occur because: Vendor or support group may be unable to resolve the problem within the contracted service levels.

8. More Information

• Responsible for meeting performance: Ron Brittain, Manager

• ebc liaison with EDS is provided by Bruce Wright - 416-326-9445

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