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Situation Awareness Center SAC

Situation Awareness Center SAC. Understanding what is going on around you. What SAC does. Hub for UTO change management and system issues Proactive Monitoring 24 X 7 X 365 Central point for the co-ordination of problems / issues Problem Escalation / Notification

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Situation Awareness Center SAC

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  1. Situation Awareness CenterSAC Understanding what is going on around you

  2. What SAC does • Hub for UTO change management and system issues • Proactive Monitoring 24 X 7 X 365 • Central point for the co-ordination of problems / issues • Problem Escalation / Notification • Follows issues until satisfactorily resolved • Insure all Post Mortems are complete and posted to SAC pages • Works with UTO CARE to insure that System Health is accurate and updated appropriately • Change management active participant • Follows all changes through approval to implementation. Insures change tickets are updated.

  3. What SAC does, cont….. • Level 1 response for trouble tickets • Servers • Some apps • Managed services • Work with partners to insure communication flows back and forth freely • CedarCrestone • ADOA • Qwest • PerceptIS

  4. SAC @ Semester Start • Heightened awareness – everyone on their toes • Review with SAC staff items to be concerned with or changes from last semester, etc. • Escalation timeframes tightened • All contact information is verified • Insure all problems are on the SAC pages • Monitor all UTO CRM tickets for possible trends • Track all UTO CRM tickets to insure timely resolution and updates • Firsts this semester • Using Twitter to alert people to problems / issues • Short and brief message • https://twitter.com/asuoutages

  5. Review of the Syshealth Signal Colors • Green – all systems running normally • Yellow – Unplanned service interruption • Non-vital system • Planned high impact • Check back in 2 hours • Red – Unplanned service interruption • Vital systems • Check back in 1 hour

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