Business Intelligence
Major IT incidents
We have achieved a high level of stability throughout the year with a significant reduction of major incidents from 50 incidents in FY22 to 34 incidents in FY23, continuing the downward trend from prior years. This trend is attributed to robust change management processes, heightened focus on remediation actions, improved proactive monitoring and detection, and a dedicated focus on handling lower priority incidents to prevent issues from escalating into major incidents.
FY19 | FY20 | FY21 | FY22 | FY23 | |
|---|---|---|---|---|---|
Major IT incidents | 47 | 33 | 52 | 50 | 34 |
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 for services not sold under the AGL Telco brand.