Business Intelligence
Major IT incidents
Major IT incidents rose slightly in FY25 to 46, up from 44 in FY24. This increase is mainly due to change-related incidents, which increased from 4 in FY24 to 11 in FY25. The increase in these types of incidents aligns with an 11% rise in technology change volume, as a result of new application deployments and upgrades.
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 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. |