Best Practices
For each practice below, build from scratch, or refine current
procedures from the gaps discovered in the audit.

Change Mgmt
    •        Customize templates
    •        RFC
    •        Ops Maintenance Plan
    •        CAB - Define
    •        Change DB - recommend and build with internal resources
    •        Vendor changes - define process
    •        Change windows / Calendar - define & implement
Incident Mgmt
Tie into Event Mgmt
    •        Detection / Recording - identify sources
    •        Classification / Notification - build
    •        Escalation - define & enhance
    •        Investigation and Diagnosis - identify sources, document
    •        Restoration / Closure - define priorities & procedures
    •        Customer / component mapping - build out
    •        Service Status Page & RFO
    •        War (and virtual) room - define processes and requirements
    Asset mgmt
    •        Select tool, define minimum set, populate project
    •        Maintenance - roles & responsibilities - discovery tools
Availability Mgmt
    •        Downtime budgeting
    •        SPOF analysis - initiate & facilitate
    •        Component Failure Impact Analysis (CFIA) - initiate & facilitate
    •        DRP
Event Mgmt
    •        Monitoring
    a.        Network - analysis, noise reduction, close gaps
    b.        Application - analyze & recommend
    c.        Synthetic transactions - analyze & recommend
    •        Alerts
    •        Contextual emails alerts - tie into KB
    •        Auto recovery - analyze & recommend
Knowledge base
    •        Requirements
    •        Tool selection
    •        Project