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Systems & Processes

Major IT incidents

During FY20 AGL achieved our highest level of system availability for our customers on record. Over the past four years AGL has made ongoing investments in both technology personnel and systems capability that improved system stability and reduced outages. During FY20, AGL focused specifically on remediating end-of-life equipment, improved monitoring, capability uplift of key managed service providers, as well as system performance and currency improvements obtained through the cloud.

FY16

FY17

FY18

FY19

FY20

Major IT Incidents

Not Reported

105

84

47

33

Notes

  • Data relates to the number of major IT incidents impacting a technology service, system, network or application ranked as 'critical' or 'high' in accordance with AGL's IT management processes.

  • Major IT Incidents comprise two types:
    Critical (P1) - Complete interruption of service, system, network, application or configuration item identified as critical. The event has one (or a combination) of the following: Enterprise wide unavailability of one or more services e.g. SAP, Network, Email, Skype for Business, Voice, Citrix

    High (P2) - Applies when the service, system, network, application or configuration item can perform but where performance is significantly reduced and/or with very limited functionality. Operations can continue in a restricted mode. The event has one (or a combination) of the following: Enterprise or site wide service/Performance degradation of one or more services e.g. SAP, Network, Email, Skype for Business, Voice, Citrix, Video Conferencing, Wi-Fi

  • In FY16 AGL made improvements to our incident reporting and governance processes to ensure consistency in the data. This included an agreed classification approach and systematic process for capturing, extracting and reporting of the data. From FY17 a consistent set of processes has been followed. Data prior to FY17 has not been reported.

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