Which step you are on, and what to do next

Twelve questions about what is done and recorded for your service. If you do not know an answer, pick "I don't know" - it is not a "no".

An outage is any failure or cut-off of the service. On call includes a dispatch desk.

1 Who is your service for?

For external customers For teams inside our company For both I don't know

2 Where is every outage recorded: when it started, when it ended, what was affected?

In a ticket system: Jira, ServiceNow, Redmine, OTRS etc. In a spreadsheet - Excel or Google Sheets Only as events in the monitoring system Nowhere: we sort it out in chats and by phone I don't know

3 Is there a list of your key services, and does each one have an owner?

Yes, there is a list and every service has an owner There is a list, but no owners No I don't know

4 How is the priority of outages set?

By agreed rules: impact on the consumer and urgency There is a field, but people set it at will or leave the default No priority is set I don't know

5 Are recovery times defined (even internal ones)?

Yes, written down: in a contract, an SLA or an internal norm Yes, by agreement, but not written down anywhere No I don't know

6 Who takes the alert about an outage?

The on-call person or dispatch desk by rota, and it is written down who the outage is handed to There is someone on call, but who to hand over to is decided case by case Whoever notices first I don't know

7 Are repeating outages investigated down to the cause?

Yes, we open a problem with a cause and an owner We investigate, but write nothing down No, we fix every outage on its own I don't know

8 Are changes recorded (date, type, result)?

Yes, in a system Some of them - in chats and email No I don't know

9 How do you usually learn about an outage?

From monitoring, before the consumer notices Mostly from users or customers I don't know

10 When you improve something, do you check afterwards how the measure changed?

Yes, each improvement has an owner, and we check the effect against measures We improve things, but do not check the effect There is no separate improvement work I don't know

11 Are the service measures reviewed together with its consumer?

Yes, on a schedule, not only after outages Only after major outages No I don't know

12 Is it written down which equipment and systems each main service depends on?

Yes, in a configuration database or a spreadsheet Only for some services No I don't know