Attachment C - DLA Management 10 Questions.pdf

This document is a management template containing ten standardized questions for incident response and post-incident reviews related to ERP Cloud Hosting and Subscription Licenses with Managed Services operations at the Defense Logistics Agency (DLA).

The ten questions serve as a framework for comprehensive incident documentation and analysis. They require identification of how incidents are discovered (through monitoring tools, verbal notification, or other means) and assessment of whether detection methods are adequate; description of what actually occurred; classification of incidents as outages or degradation with operational impact analysis; documentation of resolution actions, responsible parties, and timelines; explanation of incidents exceeding two-hour resolution times; identification of recent system changes or Engineering Change Requests (ECRs); root cause analysis and accountability; review of similar recent incidents; preventive measures and implementation schedules; and formal resolution statements from IT Service Management (ITSM) or DISA systems. The template includes placeholder fields for the INFOSPOT Point of Contact, Estimated Restore Time, Briefer for J6 Daily Scrum, and Ticket Number/Source. This document is marked as Controlled Unclassified Information (CUI) and constitutes source selection information under FAR 2.101 and 3.104.