Posted: Fri Nov 12, 2010 9:48 pm Post subject: Incident Manager's responsibility when server reboots
Would an RFC be required when a server is to be rebooted? Also, once the server has to be rebooted, how or what is the responsibility of Incident Manager or as Incident Manager how would one handle this scenario as the applications relating to the server would also be restarted affecting multiple users?
Agreed that an RFC needs to be submitted based on what has been agreed. However, what would be the Incident Manager's responsibility when the applications as well restart with the server impacting the users.
Joined: Mar 04, 2008 Posts: 1888 Location: Helensburgh
Posted: Tue Nov 16, 2010 12:39 am Post subject:
you seem to be saying that you need to have a RFC submitted because that is what you have agreed. I won't question with whom you have agreed this. However, speaking more generally, it is not an essential of service management, although I would (and have) argue(d) that all you need is a properly constituted procedure to follow for reboots which takes into account risks (including, e.g. impact analysis), resources, scheduling, authority, etc.
As to your other question, The responsibility of the incident manager is as laid down by your organization for the role of incident manager. Generally it might be expected to cover all aspects of incident management from receipt of incident notification to closure of incident (and possibly review of incident) and possibly also management of the environment, processes and tools required for incident management, including management review, process improvement and reporting.
The role generally interfaces with operations, infrastructure, change, problem, configuration service level, etc. management management, and the precise boundaries need to be defined for any organization. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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