IUB NOC Problem Management Policy

All problems reported to the IUB NOC are analyzed for possible size of problem or affected area, i.e.: multi-campus, local campus, number of people or services affected. Each problem is given a priority depending on the size of the problem with the ability to upgrade or downgrade. See "Priority and Response Guidelines" at http://octavius.ucs.indiana.edu/PTFPriGuide.html.

Priority 1 is the top priority used for problems that affect Internet connections, multi-campus connections, IUB campus network, or multiple buildings on campus.

Priority 2 is the next top priority used for problems that affect a single building, entire department, or critical function that serves multiple users on campus.

Priority 3 is used for one to few users affected by a hub or switch problem, standard problems.

Priority 4 is used when problems need to be looked at over a period of time, testing, sniffing, intermittent problems that cannot be tracked easily.

Areas that need to know about these problems are then notified and updated as necessary. An engineer best suited for the priority type of problem is asked to take ownership of the problem until resolution. All information is entered into a tracking system designed to produce a project folder for the engineer to view and track all information pertaining to problems, add additional information to the system as problem resolution progresses, and will then become part of the problem tracking archives, creating it's own knowledge base as it is closed. The engineer in charge of the problem, or the NOC, will notify all necessary personnel when problem is resolved.

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