/policies/,/policies/administrative/,/policies/administrative/uwhc/,/policies/administrative/uwhc/department-specific/,/policies/administrative/uwhc/department-specific/information-services/,/policies/administrative/uwhc/department-specific/information-services/is-procedures/,

/policies/administrative/uwhc/department-specific/information-services/is-procedures/ad-pro-005.policy

20160127

page

100

UWHC,UWMF,

Policies,Administrative,UWHC,Department Specific,Information Services,IS Procedures

System Downtime Procedure (AD-PRO-005)

System Downtime Procedure (AD-PRO-005) - Policies, Administrative, UWHC, Department Specific, Information Services, IS Procedures

AD-PRO-005

PROCEDURE




Information Services
Effective Date:
6/25/2015
Administrative Manual
Nursing Manual
X Other: Information Services
Policy #: AD-
PRO-005
Original
X Revision
Total #
Pages: 3
Title: UW Health IS System Downtime
Procedure (this policy is used by UWHC
and UWMF)


I. PURPOSE

This procedure describes the process for approval and communication in the event of a
UW Health IS supported system downtime.

II. PROCEDURE

1. For all downtimes, make sure there is a related Change Management entry in
ServiceNow, including appropriate approvals, as per the IS Change Review and
Management Policy and Procedure (AD-002).
2. Analysts perform the following for Regular Notice Downtime(s).
a. Notification to operational stakeholders should be made at the following
intervals:
i. Email notification at least one week before the downtime scheduled date.
ii. U-Connect System Alert two business days before the downtime
scheduled date. This step may be omitted based on the number of users
involved and the organizational impact. Analysts should receive approval
from their direct supervisors before omitting this step.
iii. Email notification one day before the downtime scheduled date.
iv. [Optional, except for Health Link] Banner Alert to run four hours before
the scheduled downtime.
v. [Optional, except for Health Link] Banner Alert to run 15 minutes before
the scheduled downtime.
vi. Email notification after the downtime is completed.
vii. [Optional, except for Health Link] Banner Alert to run for 15 minutes after
the downtime is completed.
3. Analysts perform the following for Short Notice Downtime(s).
a. Notification to operational stakeholders should be made at the following
intervals:
i. Email notification as soon as the date and time of the downtime are
known.
ii. Additional notifications should be made as follows, unless the date and
time are past:
ξ Email notification at least one week from the downtime scheduled
date.
ξ U-Connect System Alert two business days before the downtime
scheduled date. This step may be omitted based on the number of
users involved and the organizational impact. Analysts should
receive approval from their direct supervisors before omitting this
step.



Page 2 of 3

ξ Email notification one day before the downtime scheduled date.
ξ [Optional, except for Health Link] Banner Alert to run four hours
before the scheduled downtime.
ξ [Optional, except for Health Link] Banner Alert to run 15 minutes
before the scheduled downtime.
ξ Email notification after the downtime is completed.
ξ [Optional, except for Health Link] Banner Alert to run for 15 minutes
after the downtime is completed.
4. Analysts perform the following for No Notice Downtime.
a. The IS Director On Call is notified via call or page by the analyst or the
analyst’s direct supervisor.
b. The IS Director On Call assesses the downtime to define impact on users and
customers, and attempts to estimate the duration of the downtime.
c. Communication is sent to the users as soon as possible.
i. If a large number of users are impacted, the IS Director On Call emails
the IS-Unplanned Downtime Notification-UWH group and facilitates the
activation of a banner alert on the status of the issue.
ii. If a Banner Alert is not feasible, other communication methods are
employed.
iii. [Optional] U-Connect System Alert
ξ Affected users should be updated hourly, unless the length of
downtime is known and has been communicated.
ξ A final notification should be sent via Banner Alert or other means
once verification of downtime resolution has occurred.
ξ The IS Director On Call should notify all IS Management via email of
all unplanned downtimes, once when an outage has been verified,
and again when the outage is resolved (UWH - Information Services
Management email group:
UWHInformationServicesManagement@uwhealth.org).
ξ More communication should occur as new information becomes
available during the downtime.
5. Application specific notification systems: Some applications provide notification
systems within the application (typically at user login). Examples of these are the
Epic Message of the Day and the PeopleSoft login web page. Those systems are too
numerous to list in this procedure, but analysts should follow their applications’
specific guidelines.

III. SUPPORTING DOCUMENTS

System Downtime Policy (AD-POL-005)

Change Review and Management Policy and Procedure (AD-002)




Page 3 of 3

IV. COORDINATION

The details of Coordination of UWHC and UWMF are shown below. Approval and
coordination of this policy by those entities occurs per their individual processes.

UWHC Sr. Management Sponsor: UW Health IS CIO
UWHC Author: IS Director - Project Management
UWHC Reviewers: UW Health IS Directors
UWHC Approval: UW Health IS Directors; UWHC Internal Auditor

UWMF Sr. Management Sponsor: UW Health IS CIO
UWMF Author: IS Director - Project Management
UWMF Reviewers: UW Health IS Directors
UWMF Approval: UW Health IS Directors

V. SIGNED BY

UW Health CIO

VI. REVISION HISTORY

Effective Date Next Review Summary of Changes Change Authors
6/25/2015 6/25/2016
Updates for downtime
notification and
changes to No Notice
Downtime.
S. Schroeder, J. Leonard
10/24/2013 10/24/2014 Original release. L. Baker, S. Juedes, S. Schroeder,
J. Leonard