Major Incident (MI)
Rarely, Connect Care or other systems that it depends on may unexpectedly go down or otherwise not function as needed. In some cases, Connect Care may remain up but one or more dependencies (e.g., scanning, printing, dictation, wireless) may be affected. If such a problem meets the below criteria, it triggers a "major incident" (MI), which is managed by an established team and protocol.
Affects a large number of users, and/or essential service and/or business unit where there is no available resolution or workaround to provide a return to business operations; and/or
Includes patient safety risks, real or potential risks to the effectiveness of patient care, safety of AHS staff and personnel, impact to confidentiality or reliability of data, or degradation of a service including data, applications, or infrastructure
Connect Care users who witness what might be an unrecognized problem should immediately contact helpdesk (help.connect-care.ca or 1-877-311-4300) to submit the concern. Indicate suspected major incident. Problems already recognized will be acknowledged (with mitigation instructions) for all users by one or more of the following channels:
Bulletin Banner at the top of this Manual (bar with message appears at top of all pages)
Alert pop-up visible during the Connect Care login process
Fan-out communications (email, fax) appropriate to the groups most affected
Update to Connect Care status page (status.connect-care.ca)
Resources
On-Call Schedules
Service Management MI On-Call Schedule - Note: The Incident Response On-Call (IROC) is responsible for making the decision as to whether or not to initiate the MI process.
Processes
Further Information
Service Management SharePoint - The Service Management SharePoint site contains information on all IT service management processes including incident management, major incident management, request fulfillment, change management, and information on ServiceNow.