The document discusses incident management as part of the Open Compute Project's Critical Facilities Operations Framework. It provides an overview of the incident management process, which aims to quickly resolve failures and restore normal operations. It also notes the importance of governance escalation and initiating problem management to minimize business impact. The process is intended to be integrated and aligned with customers. Examples of lessons learned include an incident where environmental controls broke down and the technician could not reach the proper contact for escalation. Maintaining an accurate asset and border list and having a disaster recovery plan are also emphasized.

1. Coromatic Academy
Open Compute Project, Critical Facilities Operations Framework
Process: Incident Management
Rev 2020-07-29
Information classification: Public

2. Contents
• Process overview
• Lessons learned / customer experiences
• Final notes

3. INCIDENT MANAGEMENT
OCP Critical Facilities Operations Framework

4. Site Operations
Integration
Terms &
Conditions
OCP CFOPS Delivery model
Incidents
Work Orders & Projects
On-site Access
Service Levels
Organization
KPI Monitoring
& Reporting
Lifecycle &
Financial
Mgmt
On-site
services
Security &
Access
Maintenance
In / outdoor
FM
Site
assistance
Site Inspection
Audits and
Compliance
Site Management
Delivery Support
Service Level
Mgmt
Lifecycle &
Financial
Mgmt
WO & Project
Mgmt
Monitoring &
Reporting
Governance
and BCP
Advisory and
Benchmarking
Supply Chain
and Sourcing
Service Desk
24/7
Incident Mgmt
Team &
Suppliers
Capacity
Mgmt &
Optimization
Document
Mgmt
Compliance
Mgmt
Service
Improvements
Asset List
Border List
Customer
Managed
Operating
Center
Source: OCP CFOPS 2019 v1.4

5. Incident Management
MindMap Overview Process Summary
• The aim of Incident Management is the
removal of failures and recovery to
normal operation state. Accidents
should be handled as an incident
category.
• The incident process ensures relevant
governance escalation to meet Business
Continuity Plan and initiation of
Problem Management.
• The incident management process is
aligned and integrated with the
customer to minimize the impact on
business operations.
Source: OCP CFOPS 2019 v1.4

6. Lessons learned / Customer experiences
“The environmental controls broke down during
summer holidays and the cooling technician
could not reach the appropriate contact to
escalate…”

7. Final notes
• Importance of Border List
• Disaster Recovery & Business Continuity Plan
• Plan-Do-Study-Act

8. Questions?
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