12 Incident Documented procedures for Quarterly and at Management Incident Management Processes Government Processes including service outages and direction including service degradations PERIODS: outages and BASE degradations OP1 OP2 OP3 OP4 OP5 13 Root For each Severity 1 Due in 2 business Analysis incident resolution. days the Document The Government may also incident or 2 request Root Analysis business days after the Documents for specific Severity 2 incidents as well. government request PERIODS: BASE OP1 OP2 OP3 OP4 OP5 14 Solutions to Solutions to resolved incidents in a Ongoing Resolved central knowledge database with throughout the TO Incidents all information pertinent to trouble PoP tickets including general verbiage, PERIODS: codes, etc. BASE OP1 OP2 OP3 OP4 OP5
12 Incident Management Processes including service outages and degradations Documented procedures for Incident Management Processes including service outages and degradations Quarterly and at Government direction PERIODS: BASE OP1 OP2 OP3 OP4 OP5 13 Root Analysis Document For each Severity 1 incident resolution. The Government may also request Root Analysis Documents for specific Severity 2 incidents as well. Due in 2 business days the incident or 2 business days after the government request PERIODS: BASE OP1 OP2 OP3 OP4 OP5 14 Solutions to Resolved Incidents Solutions to resolved incidents in a central knowledge database with all information pertinent to trouble tickets including general verbiage, codes, etc. Ongoing throughout the TO PoP PERIODS: BASE OP1 OP2 OP3 OP4 OP5
J-2__-_DOT_EITSS_-_Infrastructure_Operations_PWS_-_6-12-2018.docx