Incident Management
An unplanned interruption to a service or reduction in quality.
What is an Incident?
Unlike incidents, service requests require this before work begins?
What is approval?
The addition, modification, or removal of anything affecting IT services.
What is a change?
This is the platform we use for knowledge that is available to all staff.
What is Helpjuice?
Anyone on the leadership team may take on this role, responsible keeping the project moving and keeping the Executive Sponsor(s) informed.
What is project manager?
This is not required to begin work on an incident.
What is approval?
An employee needs access to a shared drive they've never used before. Is this an incident or request?
What is request?
This group meetings on Mondays and Thursdays to review changes.
What is CAB?
This type of knowledge base article is available to SPS staff (if they are logged in using Google SSO)
What is internal article?
Projects require approval by the CIO/PMO before they move on to this phase.
What is Planning?
This is the primary goal of incident management.
What is restore normal operations as quickly as possible?
When evaluating non-standard requests, leadership will consider what three factors?
What are budget, support impact, and equity?
This is a low-risk, routine change that is pre-approved.
What is a standard change?
This role in Helpjuice can create and edit articles, but cannot publish.
What is Draft Writer?
Work that was not in the original project plan may be this.
What is scope creep?