This policy outlines procedures for data center operations and problem management. The major items included are the roles and responsibilities of first- and second-line support and the director of technical operations. Other major items include procedures related to help desk support, user access management, system monitoring, problem management and environmental controls.
These procedures, along with department roles and responsibilities, are reviewed by the managers of first- and second-line support on an annual basis and signed off by the director of technical operations. All metrics used to guide and monitor the activities of technical operations will be reviewed annually.