Incident and Major Incident Management Review

The ICT Services Division (ISD) is responsible for enabling Information and Communication Technology (ICT) functions and activities in the department. ISD provides a secure, modern ICT environment so that the department can conduct its business 24/7 and focus on achieving departmental outcomes. ISD staff work collaboratively across the department to deliver end-to-end services and solutions that are nationally consistent and deliver organisational and business benefits.

Dedicated Incident and Major Incident Management (MIM) teams within ISD are positioned to respond to unplanned service interruptions, reductions to the quality of services, and incidents causing significant business impacts.

Purpose

To enable the Department to continue prioritising strong Incident and MIM, ISD requires a provider to conduct a detailed analysis and review of the existing MIM processes, with particular attention to on-call responder workflow and processes. This review is intended to assess the appropriateness of the current state of Incident Management and MIM processes for achieving the desired outcomes and identify necessary changes for business continuity and best practice improvements.

Further, the review aims to:

• Provide insight into existing performance and effectiveness of Incident and MIM processes.
• Define Incident and MIM roles and responsibilities, including duties, functions and tasks. Include recommended skills required for each role and level required for on-call staff.
• Identify all linkages and any duplication in efforts across MIM, Incidents, Cyber, DBD division responses and processes, and recommend solution.
• Identify best practice process improvements and provide recommendations to improve business continuity and streamline processes.