Hosted by Rolly Trice, deputy network operations director, Jisc.

1. Incident management BoF
RollyTrice, Deputy network operations director, Jisc

2. Please switch your mobile phones to silent
17:30 -
19:00
No fire alarms scheduled. In the event of an
alarm, please follow directions of NCC staff
Exhibitor showcase and drinks reception
18:00 -
19:00 Birds of a feather sessions

3. In the beginning
12/04/2017 Incident management B0F
»Incident management by telephone
› Hand written fault dockets
»Incident management by phone and e-mailed trouble ticket
› Ticket format not changed much since the 1990s
–Format agreed at an early RIPE meeting
–Adopted by European NRNs

4. In the beginning
12/04/2017 Incident management B0F
»Trouble tickets popular with techies and JSD
› Standard format
› Easily parsed by computer systems
–Reports, stats etc
»Written for use by technical staff
› Few issues of interpretation
› No “tone of voice” problems

5. In the beginning
12/04/2017 Incident management B0F
»Targeted at e-mail distribution lists
› Customer/member maintains this list
› Less likely to be out of date than if JSD kept the information

6. Major incident issues
12/04/2017 Incident management B0F
»Incident management by telephone
› JSD can’t make outbound calls due to volume of inbound calls
»Tickets no use if your access to e-mail has failed
› Not transparent, especially to non-techies
–Senior management, staff or students`
»Interpretation required
› Time consuming
–Especially if multiple audiences need to be catered for

7. Major incidents
12/04/2017 Incident management B0F
»MI comms useTwitter
› Limited information pushed out
› Tweets reference MI web page
»SMS piloted during last public MI test
› Popular, especially with senior management
› Updating mobile numbers a nightmare for JSD
»Web page contains detail from tickets
› Tickets still sent out by e-mail

8. Potential solutions
12/04/2017 Incident management B0F
»More automation
› Customer configurable reporting mechanisms
–E-mail, tweet, SMS, automated phone call
–BCU for Jisc
–Rolly gets a call at 06:00 if Lumen House snow bound
»Escalation choices
› Different people told about different incidents
–BAU, Bronze, Silver and Gold
–You choose the who, the when and the how

9. Potential solutions
12/04/2017 Incident management B0F
»More automation
› Makes MI management easier
–Use of templates simplifies messaging
–Simpler messages for senior management staff and/or students
»Allows us to retain control of the message
› Important for us, especially if the media is interested
› Not necessarily popular with IT staff
»A number of options, which to pick?

10. Questions for you
»What media should we use to manage incidents beyond e-mail and
the phone
› For Major and BAU incidents
12/04/2017 Incident management B0F
»Web, SMS,Twitter, automatic phone messages
› Anything else?
»Self management?
› You could choose who gets told about what
–And how they get told

11. Questions for you
»Should ticket format be changed, simplified?
› What might that break?
12/04/2017 Incident management B0F
»Should we use new systems for BAU faults, or just MIs?
»Who would be interested in a pilot?
› Probably six months away
–E-mail me

12. jisc.ac.uk
ThankYou
12/04/2017 Incident management B0F
RolandTrice
Deputy network operations director
0780 829 6665
roland.trice@jisc.ac.uk
01235 822206