What to do if the system is totally unavailable?

[Adrian Simpkins]

Hi All

We are reviewing our major incident plans and one of the questions that has arisen is what happens if the Support Hub / Service Manager are not available for an extended period of time. I believe under SupportWorks there was some kind of paper form offered so I wanted to see what everyone else would do when using Service Manager? I am presuming some kind of manual paper capture exercise? I note the system does have a good uptime percentage, and plans are in place to get customers back up and running in a timely manner, but what would happen if this was not possible?

Many thanks as always

Adrian

 

[Berto2002]

Hi Adrian, we used some of our Expert Services hours to commission Hornbill to produce a set of basic reports which we use a scheduled Export Utility to download daily and store in SharePoint. These contain core record data for all Active Requests, their Last Update and the description of any Open Human Tasks. In the event of Service Manager not being available, I can open access to the SharePoint site for that latest copy of those reports and everyone can at least see the core information, the substatus, what they last did on a Request, bookings in surgery, what actions workflow has prescribed for them next, etc. They would be asked to note their actions in a BCP Notes cell for each row so on service restoration, we can update the Requests. We figured this would be enough to keep people productive in the event of a Hornbill outage of up to a day or so. We have also been adding all Changes to an Outlook calendar so we would have that as a reference for planned work to supplement the reports on Changes. Hope this idea helps.

[Adrian Simpkins]

Thanks Rob