Enable IP Australia to meet its accountability requirements to the Australian Government by providing an effective history of transactions and decisions made in relation to managing ICT incidents and service requests. Also enables ITG to monitor performance against service level standards.
Details of support calls (notified incidents) and service requests (new users, staff departures, access changes etc.). Also includes notes and attachments associated with incidents and service requests. Also includes details of how staff resolved incidents and closed service requests.
Access and Security
The public may access ICT Incident management records via freedom of information, depending on whether the record is exempt from access. System limitations prevent general IP Australia staff from accessing any but their own incidents and incidents referred to them for resolution. ITG Service Centre staff have full access.