Incident Management

Pengurusan Insiden UUMIT

1. Kategori Insiden

  1. Tahap 1 (   High Alert   )

    1. Insiden yang memberi kesan kepada keseluruhan/sebahagian besar pengguna.

    2. Contoh:

      1. Core Switch/Distribution Switch down.

      2. Masalah WiFi melibatkan keseluruhan DPP.

      3. Portal SSO.

      4. Email.

      5. Online Learning.

      6. Internet & Metro-E UUMKL-Sintok.

      7. Sistem Utama Universiti (IFAS, PERSIS, dan lain-lain)

      8. Laman web utama universiti UUM, laman web Pusat Pengajian & Pusat Tanggungjawab.

      9. Dewan Kuliah/Bilik Kuliah.

      10. Door Akses - kes kecemasan (terperangkap dalam pejabat).

      11. CCTV.

      12. DNS & DHCP.

  2.  Tahap 2 (   Medium Alert   )

    1. Insiden yang memberi kesan kepada sebahagian kecil pengguna

    2. Contoh:

      1. Masalah rangkaian/WiFi di blok tertentu.

      2. Laman web tertentu seperti kelab/Inasis/Seminar.

  3.  Tahap 3 (   Low Alert   )

    1. Insiden melibatkan individu

    2. Contoh:

      1. Masalah WiFi di bilik penginapan/pensyarah.

      2. Masalah komputer pensyarah.



Service Level Agreement (SLA)



SLA Bagi Tahap 1 (High Alert) - Red

No

Activities

Duration

Responsible Group

1

Incident detection

30 minutes

ITOC

2

1st Level Troubleshooting & Incident announcement (Email, Telephone, WhatsApp and/or Telegram )

30 minutes

ITOC

3

Incident escalation

4

Response Time Onsite

1 hour (During Office Hour)

UUMIT /Maintenance Department (JPP)/Security Department

3 Hours ( After Office Hour and holiday )

5

Recovery Time

4 Hours

Next Business Day

UUMIT

Vendor



SLA Bagi Tahap 2 (Medium Alert) - Yellow

No

Activities

Duration

Responsible Group

1

Incident detection

30 minutes

ITOC

2

1st Level Troubleshooting & Incident announcement (Email, Telephone, WhatsApp and/or Telegram )

30 minutes

ITOC

3

Incident escalation

4

Response Time Onsite

3 hour (During Office Hour)

UUMIT /Maintenance Department (JPP)/Security Department

NBD 7days x 8hour ( After Office Hour and holiday )

5

Recovery Time

5 Hours

Next Business Day

UUMIT

Vendor



SLA Bagi Tahap 3 (Low Alert) - Green

No

Perkara

Tempoh

Tindakan

1

Makluman masalah oleh pengguna

 

Staf UUMIT

-          Email kepada itservices@uum.edu.my

-          Lapor kepada IT Helpdesk UUMIT

2

Response Time

30 minit

Unit CSS

3

Response Time Onsite - 1st Level (jika perlu)

 1 jam (waktu bekerja )

Unit CSS

4

Response Time Onsite - 2nd  Level (jika perlu)

3 jam (waktu bekerja)

UUMIT-Unit berkaitan

5

Aduan selesai

 3 hari bekerja

UUMIT - unit berkaitan

6.

Pembaikan luar

14 hari

Pembekal