commonwealth incident prioritization– itsec endorsed: defines priority with which incident will be...

Commonwealth Incident Prioritization– ITSEC Endorsed:Defines Priority with which Incident will be managed

URGENCY/ IMPACT

HighA service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole sites or agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May effect public safety, transportation, health, financial servicing, or ability to deliver other public services.

MediumThere is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report).

Low

Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature.

High Immediate action is required to restore service (s) or prevent failure of a service. No work around exists.

Priority 1 Priority 2Priority 3

MediumA service outage occurred & there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failedbut potentially may do so.

Priority 2Priority 3 Priority 4

LowA service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process.

Priority 3 Priority 4 Priority 4/5*

*reflects the fact that some existing ticketing systems currently use a fifth priority level

1

URGENCY/ IMPACT



Low



• FastLane user accounts inaccessible; Unable to Log into Citrix; Network to Lowell office out.•ESE Mail (Exchange) down effecting all 550 Secondary Ed. end users • Complete loss of mission critical EHS application (ex. Beacon 3, Meditech, Family-net) •Critical gateway loss (AD, VG, Mass.Gov)•Complete Massmail outage at an EHS site•-Complete loss of Commonwealth mission critical service (HRCMS, MMARS, etc.)•DEP network down effecting 400 users; e-Permitting system down; •EEA’s network down causing ELA (Environment Law Enforcement) outage and public safety impact•LWD network ISP circuit failure all services impacted

•Registrar’s PC down; AutoCAD Licensing server down, Oracle Fin. Down•ELAR -Educator Licensing applic. down preventing all admins & teachers from obtaining licensing records & certifications •Severe degradation of service from critical gateway (AD, VG, Mass.Gov) •Complete loss of MassMail at an EHS agency •EEA’s Waste site Cleanup data unavailable to Lic. Site professionals due to server outage• Bad network switch - Springfield LWD call center down•ANF: Governors Network down or Agency critical applic. out/degraded

MassDot Employee’s hard drive down


•Critical voice service components are not functional (ex. Voice Mail)

•MassMail service for the Commonwealth is degrading

•ANF: E-mail node down effecting some users

•Nutrition Applic. Performance is degraded – health educators have difficulty obtaining necessary info.•IVR redundancy failover required causing degradation for Lawrence Call Center

•Single EEA user BB out•ANF: EE keyboard broken


•EEA’s HelpDesk HelpStar application unavailable but workaround via phones avail for short-term •ANF: Phone system outage but redundant node processing calls

EE PC down- temp. replacement not true image•ANF: switch port out but other is avail.

Local MASS.DOT printer outage – EE ability to do primary job no impactedESE Corrupted outlook file on siwillngle user –w/a is: use OWAPrinting for a group of users at An EHS site down, but alternative printing in the site available.

Commonwealth Incident Prioritization: ITSEC member examples

P1 P2 P3

P3P2

P3 P4 P4/P5

P4

2

URGENCY/ IMPACT



Low



•Complete Public Access infrastructure outage•RMV Mainframe outage •DCJIS Mainframe outage impacting state wide public safety access to critical resources (ex., warrants, restraining orders, CORI information)•Circuit outage with the FBI or national partner Nlets impacting Commonwealth communications with the FBI and law enforcement in other states•EPS core network hardware failure•Blackberry outage impacting EPS senior staff and MEMA staff•Mission critical application outage (ex. CJIS, CORI, Web Fusion)•Electronic fingerprint system outage•EPS VPN service outage

•Internet slowness•Firearms licensing application responding slowly •EPS VPN not working inside MAGNET

•VOIP service down at one MPTC facility•Some wireless users reporting sporadic issues accessing CJIS from cruisers/laptops


•CJIS Extranet site down, staff can handle information requests via telephone

•EPS Help Desk application is unavailable, requests for service can be taken via telephone

•CJIS User Access application server failure, site is up on backup hardware but performance is degraded•T1 circuit failure at a SIRS agency, using redundant T1 but experiencing network slowness

•CJIS Offline search application is responding slowly•Visiting employee at EPS facility cannot gain access to the network•Telephone issue with one DCJIS user


•DOC core network device experienced routing issues, required reboot, service back to normal but code upgrade required to prevent further issues

•Some CORI users are not able to retrieve CORI results via ftp service

•Network switch down at MSP site, redundant switch assumed primary role and new hardware will be implemented

Commonwealth Incident Prioritization: ITSEC member examples

P1 P2 P3

P3P2

P3 P4 P4/P5

P4

3

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