HKMA TM-G-1 HKMA-TMG1-Operations-Capacity-Problem-Incident: TM-G-1 IT Operations + Capacity + Performance + Problem + Incident Management

HKMA TM-G-1 IT Operations. (1) IT OPERATIONS MANAGEMENT (TM-G-1.5.1) - 24x7 operations + monitoring + service delivery + ITIL + ITSM + ServiceNow + BMC + others + operations runbooks + procedures + sound operational practices + automation + DevOps + SRE + IT service management metrics + KPI dashboards; (2) CAPACITY AND PERFORMANCE MANAGEMENT (TM-G-1.5.2) - capacity planning + monitoring + alerting + performance baselines + trending + forecast + scaling + cloud autoscaling + DRP + business growth + transaction volume + customer-facing service performance + SLO + SLI + service level management; (3) PROBLEM AND INCIDENT MANAGEMENT (TM-G-1.5.3) - documented incident management + classification + escalation + resolution + post-incident review + lessons learned + remediation + sharing learnings; coordination with cybersecurity incident response + HKMA cyber-incident reporting (24-hour + 48-hour SLAs per HKMA Circulars + 36-hour ICT-related incident reporting for AIs); problem management + RCA + reduction of recurring incidents + integration with change management. KEY EVIDENCE: ITIL + ITSM tooling + runbooks + incident logs + post-incident reviews + capacity plans + performance dashboards + SLO/SLI documentation.