J.42 Infrastructure Ticket Severity Report (Tier 3).pdf

PDF 728 KB Posted Nov 20, 2023

Attached to: Request for Information (RFI) IT Support Including Engineering, Operations and Asset Management
Solicitation number: 75P00124B00001
Issued by: Department of Health and Human Services Office of the Assistant Secretary for Administration

About this file

Written by GovTribe AI · Dec 20, 2023

This document contains an infrastructure ticket severity report and details of a related Request for Information opportunity. The severity report provides monthly ticket data for 2022 across various severity levels, functional areas, locations and top reasons for outages. It also defines the four severity levels and includes an infrastructure ticket details table listing over 75 tickets with start/end dates, locations, initial/resolved severity levels and reasons.

The related RFI seeks information to support IT operations, engineering and asset management for the Department of Health and Human Services. Responses are due by the date listed on SAM.gov. Services may include help desk support, project management, systems administration, cybersecurity and more. The opportunity is open to all responsible sources and will inform requirements for a future competitive procurement.

View the file

Other files

File	Type	Posted
Attachment 2 - SLAs.zip	ZIP file	Nov 20, 2023
J.10 Number of Service Locations.pdf	PDF	Nov 20, 2023
J.11 Services by OpDiv and StaffDiv.pdf	PDF	Nov 20, 2023
RFI 75P00124B00001 (NGITS).pdf	PDF	Nov 20, 2023
Attachment 1 - Requirement Matrices.zip	ZIP file	Nov 20, 2023

On GovTribe

Work with this file

Download the original file
Contacts named in this file
Similar government files
Ask GovTribe AI about this file

Try for free Login

Text version

The file's text, extracted by GovTribe without its formatting.

SEVERITY LEVEL JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

TOTAL

SEV1 0 0 1 0 1 2 0 1 0 0 0 0 5

SEV2 1 3 0 0 1 2 3 2 1 1 1 0 15

SEV3 0 4 8 7 3 6 6 2 2 6 3 0 47

INFO SEV1 0 0 0 0 0 0 0 0 0 0 0 0 0

INFO SEV2 0 0 1 1 0 0 0 0 0 1 1 0 4

INFO SEV3 1 0 2 2 1 0 0 0 1 0 0 2 9

Total (Monthly): 2 7 12 10 6 10 9 5 4 8 5 2 80

ITIO Infrastructure Ticket Severity Summary Table (2022)

ITIO Infrastructure Ticket Severity Summary (2022)

SEV Classification (Initial Level)

SEV 1 5

SEV 2 19

SEV 3 56

TOTAL: 80

Reason For Outage (Top 10) Power 122 Circuit Issue 40 Hardware 14 Server-Service 8 Software 6 Cable Issue 6 EaaS 6 Firewall 3 VoIP External/Avaya 5 Change Management 3

Functional Areas Network 193 Server 8 EaaS 6 Security 6 Telecom 5

UC 2

EMS-Tier3 2 Platform Eng 1 Service Desk 1

Locations (Top 10) Parklawn 29 Humphrey 25 Perry Point 19 San Francisco 14 Miami 11 Switzer 10 Puerto Rico 7 Cohen 8 Kansas City 5 Boston 6

Reason For Outage (Top 10)

Functional Areas

Locations (Top 10)

SEV 1 SEV 2 SEV 3

SEV Classification (Initial Level)

ITIO Infrastructure Ticket Severity Details (2022)

Ticket Number Start Date Month Start Time 24 hour End Date End Time 24 hour Location Initial Severity Resolved SEV Level Reason For Outage Group

582810 1/3/22 January 21:24 1/4/22 0:28 Humphreys

Building

INFORMATIONAL SEV3 INFORMATIONAL SEV3

Firewall Security

587603 1/12/22 January 13:49 1/12/22 23:20 Parklawn Building

SEV2 SEV3

Software

Server

597072 2/1/22 February 15:00 2/1/22 18:50 Multiple SEV3 SEV3 Exchange EaaS

601808 2/10/22 February 1:00 2/10/22 21:38 Parklawn Building

SEV2 SEV2

Circuit Issue

NOC/Network

605529 2/17/22 February 9:00 2/18/22 18:45 Silver Spring

Center

SEV3 SEV3

Circuit Issue NOC/Network

606304 2/17/22 February 15:32 3/17/22 6:18 Parklawn Building

SEV3 SEV3

Circuit Issue

Security

607261 2/22/22 February 12:31 2/22/22 14:35 Parklawn Building

SEV2 SEV3

Server-Service Availability

Server

608356 2/23/22 February 12:00 2/23/22 20:30 Parklawn Building

SEV2 SEV3

Software

NOC/Network

608498 2/23/22 February 16:20 2/24/22 7:38 Parklawn Building

SEV3 SEV3

Hardware

NOC/Network

613652 3/5/22 March 6:40 3/5/22 16:20 San Juan, PR SEV3 SEV3 Power Event NOC/Network 613654 3/5/22 March 8:20 3/5/22 18:55 Phoenix SEV3 SEV3 Power Event NOC/Network 619658 3/18/22 March 2:40 3/18/22 9:00 Denver SEV3 SEV3 Power Event NOC/Network

620209 3/19/22 March 16:28 3/20/22 16:31 Humphreys

Building

SEV3 SEV3

Hardware NOC/Network

620219 3/19/22 March 21:43 3/19/22 22:45 Oneill Bldg SEV3 SEV3 Power Event NOC/Network

622427 3/24/22 March 0:25 3/24/22 12:30 John F. Kennedy Federal Building

SEV3 SEV2

Circuit Issue

NOC/Network

623591 3/25/22 March 20:19 3/25/22 20:24 San Francisco INFORMATIONAL SEV3 INFORMATIONAL SEV3 Power Event NOC/Network 624418 3/28/22 March 17:41 3/28/22 21:42 Seattle SEV3 SEV3 Data Center NOC/Network 624669 3/29/22 March 9:00 3/30/22 9:00 7700 Wisconsin SEV3 SEV3 Circuit Issue NOC/Network

625705 3/30/22 March 14:39 3/31/22 16:02 Parklawn Building

INFORMATIONAL SEV3 INFORMATIONAL SEV3

Software

626742 4/1/22 March 14:49 4/1/22 15:49 Denver INFORMATIONAL SEV2 INFORMATIONAL SEV2 Circuit Issue NOC/Network 626803 4/1/22 March 17:02 4/1/22 19:49 Atlanta SEV1 SEV1 Circuit Issue NOC/Network 626873 4/2/22 April 7:45 4/2/22 13:20 Patriots Plaza 3 SEV3 SEV3 Power Event NOC/Network

626881 4/2/22 April 12:00 4/5/22 12:30 Humphreys

Building

SEV3 SEV3

Data Center NOC/Network

627781 4/5/22 April 7:56 4/5/22 8:01 Denver INFORMATIONAL SEV2 INFORMATIONAL SEV2 Circuit Issue NOC/Network

628831 4/6/22 April 12:00 Parklawn Building

SEV3

629487 4/7/22 April 18:47 SEV3 Power Event NOC/Network

631552 4/12/22 April 16:05 Humphreys

Building

SEV3

Hardware NOC/Network

632583 4/14/22 April 14:51 4/14/22 14:51 Arlington INFORMATIONAL SEV3 INFORMATIONAL SEV3 Circuit Issue NOC/Network 632698 4/14/22 April 20:09 4/15/22 13:27 Denver SEV3 SEV3 Circuit Issue NOC/Network

635323 4/21/22 April 23:45 4/22/22 12:00 7700 Wisconsin

Ave

SEV3 SEV3

Circuit Issue NOC/Network

636345 4/22/22 April 14:26 4/22/22 14:39 Denver INFORMATIONAL SEV3 INFORMATIONAL SEV3 Circuit Issue NOC/Network 641422 5/4/22 May 11:00 5/4/22 15:10 Philadelphia SEV2 SEV2 Circuit Issue NOC/Network 641803 5/5/22 May 3:40 Salt Lake City SEV3 SEV3 Circuit Issue NOC/Network 642926 5/8/22 May 0:30 New Orleans SEV3 SEV3 Circuit Issue NOC/Network 646188 5/13/22 May 1:02 5/16/22 12:06 Multiple SEV3 SEV3 Server-Service Availability Server 648747 5/19/22 May 17:06 5/20/22 1:45 Los Angeles SEV1 SEV3 Circuit Issue NOC/Network 649811 5/23/22 May 13:17 5/24/22 20:25 Parklawn SEV3 SEV3 Circuit Issue NOC/Network 650186 5/24/22 May 6:23 5/24/22 9:20 INFORMATIONAL SEV3 INFORMATIONAL SEV3 Server-Service Availability Server 652528 5/27/22 May 21:49 5/29/22 21:49 Denver SEV3 SEV3 Power Event NOC/Network 652980 5/31/22 May 17:02 Multiple SEV3 SEV3 655663 6/5/22 June 21:36 6/6/22 14:45 VPN SEV3 SEV3 Circuit Issue NOC/Network 661511 6/16/22 June 12:04 6/16/22 15:01 Frederick COOP SEV2 SEV2 Circuit Issue NOC/Network 661862 6/17/22 June 7:45 6/17/22 14:45 Atlanta SEV1 SEV1 Circuit Issue NOC/Network 663484 6/14/22 June 17:42 6/30/22 9:30 Switzer SEV3 Software NOC/Network

663800 6/21/22 June 20:05 6/22/22 16:22 Humphreys

Building

SEV2 SEV3

Software Server

665353 6/27/22 June 1:43 6/29/22 23:17 Denver SEV3 SEV3 Circuit Issue NOC/Network 665403 6/27/22 June 7:55 6/27/22 16:15 Crystal City SEV1 SEV1 Power Event NOC/Network 666060 6/27/22 June 17:31 6/29/22 23:17 Denver SEV3 SEV3 Power Event NOC/Network 667273 6/28/22 June 9:44 6/30/22 15:50 HHS-ALL SEV3 SEV3 Exchange EMS-Tier3 667550 6/30/22 June 4:50 6/30/22 10:35 San Francisco SEV3 SEV3 Power Event NOC/Network 668618 7/1/22 July 12:00 7/5/22 21:45 Azure AD SEV3 SEV3 Software NOC/Network 669636 7/6/22 July 1:50 7/6/22 3:31 Cookeville SEV3 SEV3 Circuit Issue NOC/Network 671566 7/9/22 July 0:02 7/9/22 1:19 Tower Oaks SEV3 SEV3 Circuit Issue NOC/Network 672793 7/12/22 July 12:17 Switzer SEV2 SEV3 Firewall Security 673144 7/12/22 July 18:51 7/12/22 20:11 Perry Point SEV3 SEV3 Power Event NOC/Network 673830 7/14/22 July 3:00 7/14/22 5:30 Philladelpia SEV3 SEV3 Power Event NOC/Network

674696 7/15/22 July 8:19 Parklawn Building

SEV2 SEV3

Software

M365

677396 7/20/22 July 21:56 7/21/22 3:50 SEV2 SEV3 Software M365 680144 7/27/22 July 1:28 7/27/22 2:47 SEV3 SEV3 Circuit Issue NOC/Network 683680 8/3/22 August 9:51 Multiple SEV3 SEV3 685405 8/5/22 August 20:39 8/5/22 20:49 Boston SEV3 SEV3 Software NOC/Network 685443 8/6/22 August 16:22 8/8/22 12:41 Miami SEV2 SEV3

687801 8/11/22 August 7:09 8/15/22 10:00 Parklawn Building

SEV1 SEV3

VPN

NOC/Network

697408 8/29/22 August 11:39 Boston SEV2 SEV2 701736 9/7/22 September 8:58 9/7/22 10:00 Multiple SEV3 SEV3 Firewall Security 706394 9/15/22 September 13:35 9/15/22 14:14 Cookville SEV3 SEV3 Power NOC/Network 709838 9/22/22 September 12:00 9/22/22 12:10 Tower Oaks INFORMATIONAL SEV3 INFORMATIONAL SEV3 Power Event NOC/Network

710175 9/22/22 September 21:10 9/22/22 22:20 Humphreys

Building

SEV2 SEV2

Circuit Issue NOC/Network

717379 10/6/22 October 22:45 10/7/22 0:47 MULTIPLE INFORMATIONAL SEV2 INFORMATIONAL SEV2 NOC/Network 720207 10/14/22 October 2:48 10/14/22 6:58 Cookville SEV3 SEV3 720945 10/17/22 October 3:31 10/17/22 12:10 Rockville SEV3 SEV3 721399 10/17/22 October 12:21 10/18/22 6:30 Denver SEV3 SEV3 722374 10/18/22 October 22:17 10/19/22 1:10 Sterling SEV3 SEV3 Circuit Issue NOC/Network 723781 10/19/22 October 11:50 10/21/22 10:40 Multiple SEV3 SEV3 Software NOC/Network 725076 10/25/22 October 5:11 10/25/22 8:00 Multiple SEV2 SEV3 Hardware Security 727207 10/27/22 October 17:23 10/27/22 17:32 Boston SEV3 SEV3 Software NOC/Network 728780 11/1/22 November 9:03 11/1/22 10:20 Multiple SEV2 SEV2 Software EMS-Tier3 732778 11/9/22 November 3:49 11/9/22 5:50 MULTIPLE INFORMATIONAL SEV2 INFORMATIONAL SEV2 Hardware NOC/Network 732789 11/9/22 November 3:31 11/9/22 8:00 Denver_OMHA SEV3 SEV3

736814 11/17/22 November Parklawn Building

SEV3 SEV3

738120 11/19/22 November 8:45 11/19/22 17:35 Kansas City SEV3 SEV3 Power Event NOC/Network 752913 12/20/22 December 9:00 12/20/22 10:30 MULTIPLE INFORMATIONAL SEV3 INFORMATIONAL SEV3 Exchange EaaS

756934 12/31/22 December 21:07 90 7th Street San Francisco, CA 94503

INFORMATIONAL SEV3 INFORMATIONAL SEV3

Power Event

NOC/Network

Severity Levels Description

Severity Level 1

(Emergency/Urgent Critical Business Impact) - The Incident has caused a complete and immediate work stoppage affecting a Critical Function or Critical Infrastructure component such that a primary business process or a broad group of users such as an entire department, floor, branch, line of business, or external customer. No work around is available. Examples: Email outage; WAN or LAN outage; Security violation (e.g., denial of service, port scanning).

Severity Level 2

High Major Business Impact - A business process is affected in such a way that business functions are severely degraded, multiple users are impacted, a key customer is affected, or a Critical Function is operating a Significantly reduced capacity or functionality. A Workaround may be available; however the Workaround is not easily sustainable. Examples: Major data/database or application problem (e.g., email gateways/internet mail flow) E-mail system is performing slowly, but workload in manageable.

Severity Level 4

Low Minimal Business Impact - An Incident that has little impacts on normal business processes and can be handled on a scheduled basis. A Workaround is available or there is minimal negative impact on a user’s ability to perform their normal daily work. Example: “How To” questions Service Requests. (e.g., system enhancement, changes installations) Preventive Maintenance.

Severity Level 3

Medium Minimal Business Impact - A business process is affected in such a way that certain functions are unavailable to end users or a system and/or service is degraded. A Workaround may be available. Examples:

Telecommunication problem (e.g. Blackberry, PBX digital/analog card) End-User Device problem (e.g., hardware, software), or a problem that may keep repeating and affecting just a user at a time.

ITIO Ticket Severity Definitions

File details come from the government source that posted it. Updated Nov 20, 2023.