Network Daily Incident Report for: 3/04/2011

Sev1 Oncall this week :- Shane Tominey

Network Comms Team member(s) on leave:-

0 - Outstanding SEV1 incidents in breach

0 - Outstanding SEV2 incidents in breach
5 - Outstanding SEV3 incidents in breach
5 - Outstanding SEV4 incidents in breach

Network Que Overview

Accelerometer previous days performance Incident 11
Change 1
Problem 23
Requests 95
20 25 Que Length 6.5 Business Days (Target 2 Business Days)
15
10
5
0

Cough Normal Turbo Worker Modified Closed TimeSpent OnLeave/Sick

Mehul Patel 16 9 211
Terry Cheema 8 6 325
Monir Hossain 6 6 134
Shane Tominey 6 1 187
Ben Chandler 5 2 127
Incident SLAs Jason Williamson 3 3 365
Response Resolution
Severity 1 90% 10Min 70% - 2 Hrs / 90% - 6Hrs
Severity 2 90% 20Min 90% - 8 Hrs
Severity 3 90% 8Hrs 90% - 3 Days
Severity 4 90% 8Hrs 90% - 5 Days Total 44 27 1349

Incidents in Breach (Target 0 SLA Breached Incidents)

# Title Priority Type Assigned Contact name Start
515838 Riverbed Perth - Fan faulty - Not Accelerating traffic Severity 3 Incident Shane Tominey Jason Williamson 30/03/2011 0:00
515428 Websense reporting currently down Severity 3 Incident Network Comms Chris Lampitsi 29/03/2011 0:00
515313 Network Comms - No internet or intranet available. Severity 3 Incident Network Comms Danny M Gleeson 29/03/2011 0:00
516199 UGL sharepoint portal - prompting for password Severity 3 Incident Mehul Patel Amy Lam 31/03/2011 0:00
516003 ipad issue with rdp whilst OS Severity 3 Incident Network Comms Richard Leupen 31/03/2011 0:00
509428 No FAXES inbound Severity 4 Incident Ali Khurram Ashley Rolfe 10/03/2011 0:00
500692 Faxes not coming through correctly. Severity 4 Incident Ali Khurram Julie Calaki 14/02/2011 0:00
516627 Cisco VoIP Phones - Number Change Required Severity 4 Incident Network Comms Nikita Englebretsen 1/04/2011 0:00
504750 Sev1 button on Cisco IP phone - 11111 Severity 4 Incident Ali Khurram Mick O'ROURKE 15/03/2011 0:00
512768 Fw: Phone Address Books Severity 4 Incident Ali Khurram Mick O'ROURKE 22/03/2011 0:00
508268 Cisco Voip Extension issue Severity 4 Incident Terry Cheema Rajen DAVE 7/03/2011 0:00

Individual Results
Count of SLA Pass/Fail Severity
Assigned To SLA Pass/Fail Severity 1 Severity 4 Grand Total
Monir Hossain Fail 0 0 0
Pass 0 2 2
Monir Hossain Total 0 2 2
Ben Chandler Fail 0 0 0
Pass 1 0 1
Ben Chandler Total 1 0 1
Jason WilliamsonFail 0 1 1
Pass 0 0 0
Jason Williamson Total 0 1 1
Mehul Patel Fail 0 0 0
Pass 0 2 2
Mehul Patel Total 0 2 2
Grand Total 1 5 6

Team Totals
Count of SLA Pass/Fail Severity
SLA Pass/Fail Severity 1 Severity 2 Severity 3 Severity 4 (blank) Pending Grand Total
Fail 0 0 0 1 0 0 1
Pass 1 0 0 4 0 0 5
Grand Total 1 0 0 5 0 0 6