Systems & Processes
Major IT incidents
Overall our IT systems remained stable in FY22, despite ongoing challenges from the impacts of COVID-19 on team resourcing. Major incident numbers decreased from FY21. The cause of major incidents differed in that ‘Software as a Service’ (SaaS) represented the majority of major incidents over FY22, and the number of major incidents caused by production changes decreased. AGL’s increased use of SaaS requires a focus on mitigating business impact during major incidents while awaiting technical resolution from the SaaS supplier. The reduction in major incidents caused by production changes can be attributed to an increased focus on service management process improvement, a maturing change management process, as well as driving increased permanent resolutions to reduce the likelihood of incident reoccurrence. Over FY22, AGL also continued with transformation of applications into the cloud to gain improved cybersecurity, flexibility, and end-of-life risk.
FY18 | FY19 | FY20 | FY21 | FY22 | |
|---|---|---|---|---|---|
Major IT Incidents | 84 | 47 | 33 | 52 | 50 |
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
Data from FY21 includes Perth Energy (acquired during FY20) and Click Energy (acquired during FY21) and any incidents related to Southern Phone services that are sold through AGL's multi-product offerings (NBN and mobile).
Data from FY22 includes Solgen and Epho (both acquired during FY21).
Data excludes Incidents related to Southern Phone Incidents for Services not sold under the AGL Telco brand.