Systems & Processes
Major IT incidents
Even with the variable environment of COVID-19 and working from home, IT system stability was good throughout FY21, with a moderate increase in major IT incidents driven by some underlying instability in third party cloud services and increased complexity in the technology landscape through integration of newly acquired businesses.
Investments in FY21 have focused on transformation of applications into cloud to improve cybersecurity, reduce end-of-life risk and leverage the flexibility of the public cloud. The cloud transformation has been underpinned by a broad skills uplift through AGL Energy’s internal Cloud Academy training programme.
Major IT Incidents
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 Energy'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 for 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 Energy's multi-product offerings (NBN and mobile). Data excludes Solgen and Epho (acquired during FY21).