TDO Facts
The team has resolved this many product bugs since go-live.
What is 200?
This is what ITIL stands for.
What is Information Technology Infrastructure Library?
This is the implementation and management of quality IT services that meet business needs
What is IT Service Management?
The Operations team lives in how many different cities?
What is 5?
This is the earliest the operations work could be transitioned back to the Crown.
What is 9 months after R2/R3 go-live?
This is roughly how many incident tickets have been processed by Ops since go-live.
What is 700?
This is an unplanned an unplanned interruption to a service, or reduction in the quality of a service.
What is an incident?
This process governs the ability to regularly analyze incident data to identify and address trends.
What is problem management?
This is the helpdesk users contact when they require Curam support.
What is the National Service Desk (NSD)?
This is the expected cadence for minor (R1.1.x) releases.
What is every 2 months?
This is the minimum number of days lead time needed for a normal change request.
What is 5?
These processes are in place to make sure testing takes place before deployment.
What are Release and Deployment Management?
When you're able to "pause" an SLA timer, it's usually because you're waiting on a response from this group.
Who is the client / user?
This team member lives the furthest East.
Who is Phillip?
What is February 9, 2024?
This is the amount of time we have to resolve a Severity 4 Incident before SLA is breached.
What is 5 business days?
If you need a change request expedited and approved urgently, you'd classify it as this.
What is an Emergency Change?
This is the Service Management tool ESDC uses. It's our source of truth for all incident-related data.
What is SRMIS?
True or False? There is always an Ops person ready to respond in the event of an after-hours issue.
True, Ops supports Curam 24 hours a day, 7 days a week.
What are potential enhancements?
The amount of time we have to respond to a Severity 1 incident.
What is 1 hour?
This is an incident that causes high impact to the business, and usually involves a full or partial outage.
What is a Major (Sev 1 / Sev 2) Incident?
This is typically defined as "to deliver & support IT services at all agreed levels to business users and customers"
What is service operations?
This is the book Joni recommended upon returning from the Christmas break.
What is “Recoding America: Why Government is Failing in the Digital Age and How We Can Do Better” by Jennifer Pahlka?
This tool will replace SRMIS with a modern ticketing and ITSM system later this year (We hope!)
What is BMC Remedy?