Network Daily Incident Report for: 31/03/2011

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
2 - Outstanding SEV3 incidents in breach
8 - Outstanding SEV4 incidents in breach

Network Que Overview

Accelerometer previous days performance Incident 15
Change 1
Problem 25
Requests 95
20 25 Que Length 6.8 Business Days (Target 2 Business Days)
15
10
5
0

Cough Normal Turbo Worker Modified Closed TimeSpent OnLeave/Sick

Mehul Patel 20 13 223
Ben Chandler 13 5 346
Terry Cheema 7 4 776
Shane Tominey 4 0 325
Jason Williamson 1 1 2
Incident SLAs
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 45 23 1672

Incidents in Breach (Target 0 SLA Breached Incidents)

# Title Priority Type Assigned Contact name Start
515313 Network Comms - No internet or intranet available. Severity 3 Incident Network Comms Danny M Gleeson 29/03/2011 0:00
516003 ipad issue with rdp whilst OS Severity 3 Incident Network Comms Richard Leupen 31/03/2011 0:00
515428 Websense reporting currently down Severity 3 Incident Network Comms Chris Lampitsi 29/03/2011 0:00
515838 Riverbed Perth - Fan faulty - Not Accelerating traffic Severity 3 Incident Shane Tominey Jason Williamson 30/03/2011 0:00
512768 Fw: Phone Address Books Severity 4 Incident Ali Khurram Mick O'ROURKE 22/03/2011 0:00
514146 Issues with IP phones in Milton Severity 4 Incident Network Comms Adam Spencer 25/03/2011 0:00
504750 Sev1 button on Cisco IP phone - 11111 Severity 4 Incident Ali Khurram Mick O'ROURKE 15/03/2011 0:00
516053 VoIP - Voicemail message not saving. Severity 4 Incident Network Comms Peter Jones 31/03/2011 0:00
516184 VOIP phones not working Woolpunda Severity 4 Incident Network Comms David Bobstchinski 31/03/2011 0:00
508268 Cisco Voip Extension issue Severity 4 Incident Terry Cheema Rajen DAVE 7/03/2011 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
491039 Fw: UGL Resources Melbourne Office Severity 4 Incident Jason Williamson David Weidemier 14/01/2011 0:00
508137 Phone directory not working - 85716 Severity 4 Incident Terry Cheema Shane Francis 7/03/2011 0:00
515813 ADSL Modem appears to be down at NAB - UGL Contractors Severity 4 Incident Mehul Patel Zuben Tavadia 30/03/2011 0:00
Individual Results
Count of SLA Pass/Fail Severity
Assigned To SLA Pass/Fail Severity 1 Severity 2 Severity 3 Severity 4 Grand Total
Monir Hossain Fail 0 0 0 0 0
Pass 5 0 3 17 25
Monir Hossain Total 5 0 3 17 25
Ali Khurram Fail 0 0 0 0 0
Pass 2 2 0 5 9
Ali Khurram Total 2 2 0 5 9
Shane TomineyFail 0 0 1 0 1
Pass 1 0 0 5 6
Shane Tominey Total 1 0 1 5 7
Terry Cheema Fail 2 0 0 0 2
Pass 4 0 0 1 5
Terry Cheema Total 6 0 0 1 7
Ben Chandler Fail 0 0 1 1 2
Pass 0 0 1 7 8
Ben Chandler Total 0 0 2 8 10
Jason Williamson
Fail 2 0 0 0 2
Pass 6 0 2 0 8
Jason Williamson Total 8 0 2 0 10
Mehul Patel Fail 0 2 0 1 3
Pass 2 1 16 24 43
Mehul Patel Total 2 3 16 25 46
Tom Lancaster Fail 0 0 0 0 0
Pass 0 0 0 2 2
Tom Lancaster Total 0 0 0 2 2
Tony Wang Fail 0 0 0 0 0
Pass 3 0 0 0 3
Tony Wang Total 3 0 0 0 3
Jignesh Zinzuwadia
Fail 0 0 1 0 1
Pass 2 0 1 6 9
Jignesh Zinzuwadia Total 2 0 2 6 10
Grand Total 29 5 26 69 129

Team Totals
Count of SLA Pass/Fail Severity
SLA Pass/Fail Severity 1 Severity 2 Severity 3 Severity 4 (blank) Pending Grand Total
Fail 4 2 3 2 0 0 11
Pass 25 3 23 67 0 0 118
Grand Total 29 5 26 69 0 0 129