Filter

5 results found

Major Incident Management Overview

https://sydneyuni.service-now.com/sm?id=kb_article_view&sysparm_article=KB0013404

A major incident is an unplanned outage or degradation in service that has a significant impact on the University’s ability to conduct its business. The critical systems list and SLA priority matrix should be used together to determine if something is a Major Incident. In general, an outage to a critical system will be a major incident.

Guidance around the communications for a major incident can be found in the ICT Internal Major Incident Communications Protocol

The goal of the Major Incident Management process is to reduce the customer impact of major incidents by ensuring that they are resolved as quickly as possible and communicated appropriately.

What is a role-based account?

https://sydneyuni.service-now.com/sm?id=kb_article_view&sysparm_article=KB0011109

Role-based email accounts can be requested for staff positions or departments to facilitate the sharing of an Exchange mailbox or present a branded email presence - e.g., ict.support@sydney.edu.au

The primary reason for a role-based account is to send emails from a specific email address and replies to be stored in a single place to be monitored and actioned by a small number of people.

Applying for Professional Staff Development Funds

https://sydneyuni.service-now.com/sm?id=kb_article_view&sysparm_article=KB0020504

This knowledge article will help you understand the process for applying for PSDF funding and who your nominated approver is. It is important you get the approver correct, otherwise you may have to resubmit your application. 

Pages: