The incident is technically investigated, and scheduled regular updates are sent to the university customers by the MIB. If infrastructure failure does not allow this, information is cascaded via the FRMs. Given the nature of the issues this is a free flowing and intensive process, but must contain regular checkpoints/ update sessions, and must always be directed towards the goal of quick but sustainable resolution of the business.

• The incident is technically investigated, and scheduled regular updates are sent to the university customers by the MIB. If infrastructure failure does not allow this, information is cascaded via the FRMs. Given the nature of the issues this is a free flowing and intensive process, but must contain regular checkpoints/ update sessions, and must always be directed towards the goal of quick but sustainable resolution of the business.

• Whilst the MIB’s comms manager originates the comms, the Service Desk will normally disseminate them where large numbers of recipients are handled.