Incidents
Highest severity an incident can be assigned
What is a Major?
Utilized to action a BGP
What is nutshell?
The SLA for a normal CAB to go through approval.
What is 24 hours?
SLA for a Major Incident RCA
What is 3 days?
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Who is Alyssa Arney?
4 hours
What is the SLA for a Severity 1 incident?
BGP
What is Break Glass Process?
Normal, Expedite, Emergency and Pre-approved?
What are the 4 types of Change requests.
Require a formal RCA
What are Major, Severity 1 and Severity 2 Incidents?
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Who is Dave Primicias?
Can report an incident
Who is anyone?
SLA to certify a BGP
What is 24 hours?
Required for all change requests
QA test report/statement
process, methodology, etc which allowed the technical Root Cause to occur
Moved once every year since 2015
Who is Satya?
Informs everyone of Issue, customer impact, business impact, mitigation criteria, path to mitigation and severity.
What it the status post?
The three scenarios for which BGPs are utilized.
What are Incidents, Standard Business Operations, and Investigation?
Required for every planned outage
What is a runbook?
The day the weekly RCA formal meeting is held.
Trick question - what is Thursdays? (as of next week)
Holds a Physics degree
Who is Daniel?
Required for all incidents and utilized to show the amount of time an engineering team spends on break/fix work vs new work.
What is time tracking?
Requirement on all BGPs but missing on most
What is Preventative Plan?
defined as the planned end of change date/time is now more than one (1) full day past its scheduled time slot.
What is overdue?
The most important items to come out of an RCA
Taught guitar, drums and vocals to help pay way through college
Who is Jared?