Front Line Alert Procedures

• Report an incident

What is FLAP?

FLAP is a group working on internal and external communications processes in the event of a major IT incident. It stands for Front Line Alert Procedures.

What's a major incident?

Thats a bit more difficult to define clearly. In principle an incident is (according to ITIL*) "any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in the quality of that service."
In practice it's when our users are being affected by a service outage. This can be due to a unplanned incident or a planned change which has had unforseen consequences.

Proposals summary:

• The Help desk will act as a single point of contact for reporting all incidents and changes.
• The Information Officer will be responsible for publishing information to the appropriate communications channels in a timely fashion.
• The Incident coordinator (the person managing the incident investigation and fix activity) will communicate through the Information officer.

Why? 

• To properly manage incident communications.
• To inform our users.  
• To allow service teams to work uninterrupted.
• To lower the burden of calls on the Helpdesk during a major incident.
• To help to protect and improve IT Services' reputation by focusing on quick response times and accurate information feeds.

I want to know more

Download the FLAP Incident communications reportor email its@it.gla.ac.uk

*IT Infrastructure Library