Service Criticality Tools

University IT assigns each service offering with a criticality level designation that prescriptively applies a response process for varying degrees of service impact. Each criticality level considers the scope of users and their relative dependency on the named service. Higher expectations for availability will correlate directly with greater requirements for infrastructure resiliency and expansive support models. While services with fewer users and minimal dependency will require less robust infrastructure and lower support levels.

IT Resilience aggregated elements from the criticality assessment model, the Major Incident Process, and Risk/Impact and Priority correlations within Incident Management, to construct guidelines for each of the four service criticality levels. This resource can assist service owners in determining the criticality level that best aligns with the capabilities of their services.

In addition to these tools, UIT IT Service Management (ITSM) maintains a resource that defines service team roles. The Service Fundamentals section of the Service Management Toolkit is a helpful tool in setting expectations for responsibility with setting and supporting the various criticality levels.

Service Criticality Infographic

A quick overview of UIT Service Criticality Support Levels (click to expand).
 

Service Criticality Profiles

For greater detail regarding support models, restoration point objectives, infrastructure requirements, please review the service criticality profiles below (click to expand). This resource is maintained by IT Resilience.

Major Incident Communications

Communications are an important aspect of service restoration during a Major Incident. The following infographic depicts the communications facilitated by ITOC during these events.