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Document code: Security level: Effective date: ICT Governance 

PRO-0027.06 Internal 15/01/2019 

This chapter concentrates on the governance of two key processes within this domain under ECHA’s responsibility: service request fulfilment and the incident management. 

## 3.6.1. Service Requests and Incidents 

Service requests  are requests from users for information, advice, additional software / hardware access etc. They are managed through the request fulfilment process and result typically in standard changes  already pre-approved  with low risk. 

Incident  is anything that affects the working and consumption of a Service in an unplanned way; for example, a reduction in the performance of a Service, including non- functional aspects like quality and stability. Incidents may start anywhere, noted by customers, Service / Product Managers, ADSMs –  in principle anyone. Despite this, all incidents are recorded in the ECHA ticketing system. Once the incident is recorded, it is managed through the Incident Management process with the aim of restoring the service to normal operation as soon as possible. 

## 3.6.2. Support Levels 

Service request fulfilment and incident management use the following escalation path whenever there is a need to escalate for higher levels of expertise: 

• Level 1  Support (L1, Service Desk ) is in charge of interfacing directly with the user. Level 1 support groups are normally under the responsibility of the Information Systems Directorate: they can be resourced by ECHA staff (e.g. ICT Help Desk, ITex) or outsourced or a combination of both. Nevertheless, ECHA Service Manager is always accountable for proper working of the Level 1 support. 

• Level 2  Support is expert support. The Level 2 support groups can be either from the Information Systems Directorate or from Business Directorates, and they can be resourced by ECHA staff (e.g. Service Experts) or outsourced or a combination of both. 

• Level 3  Support is technical support requiring insight into the implementation of Products / Service technical infrastructure. Outsourcers typically provide it. 

The Service Technical Description document defines the different support levels, detailed support structure and escalation paths for each Service. 

## 3.6.3. The Incident Manager and Other Incident Management Roles 

Incident Management is a time critical process that can be chaotic by nature. Incidents must always have a clearly assigned, identifiable Incident Manager  at any given time during the resolution process. 

The original Incident Manager should be in charge of the incident until it is resolved. However, in long spanning incidents, it might be possible that the Incident Manager becomes unavailable. In this case, the organisational backup policies apply for identifying the new Incident Manager. In some occasions it might make sense for other reasons to reassign the Incident to another person (for example, in Category B incidents, to change 

