Should any significant issue arise with an assessment system during the summer assessment period, the following steps will be followed:
- Issue reported: DEO identifies Incident Lead (usually service lead) and collates initial data to assess if this is a major incident. DEO informs colleagues, eg DEO Helpdesk and other DEO staff (via internal Teams group) plus IT Services TLC team (via Teams).
- Initial investigation: DEO Incident Lead reviews available data and consults with internal/external Technical Service Manager to complete initial assessment of problem and its impact (rapid triage).
- Major incident confirmed:
- Incident Lead informs Head of Digital Education (via Teams) and Exams Office (via Teams) and confirms major incident with IT Services to enable their Major Incident process.
- DEO posts to DEO blog using ‘service announcement’ category which then emails info to subscribers and updates feeds (eg Blackboard home page). This information is also used by IT Services to update their status page.
- Head of Digital Education updates senior team in Education and Student Experience.
- Major incident management: IT Services oversees communication to staff and students as part of its Major Incident process. The DEO and IT Services continue to update blog and status page until issue is resolved.
The DEO recommends that relevant school and faculty staff subscribe to the DEO blog and consult the IT Services status page. In the event of a major incident, the DEO blog will have live and detailed updates, while the IT Services status page will contain more high-level information. Both the blog and status page are available to students.
If a technical issue affecting a live assessment is reported directly to schools or faculties, they should check the DEO blog for updates first, as the issue may have already been reported to the DEO. If nothing has been posted on the blog, they should contact the DEO.