As a 24×7 shop, we can be expected to get calls on Sat & Sun, middle of the night but we have solved part of the problem of being called by having documentation for the Computer Operators to review and try to fix the problem. Also, we have an application database, that contains a list of apps, responsible team, etc, and if the app is Critical or Non-critical – we are not called on non-critical – e-mail is sent and analyst on-call checks for problems.
