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Document code: Security level: Effective date: ICT Governance 

PRO-0027.06 Internal 15/01/2019 

the Incident Manager from Contractor’s Level 1 Service Desk to ECHA’s Level 1 Service Desk). 

If the Incident Manager changes, the incident ticket is transferred to the ownership of the new Incident Manager, or if not possible, the new Incident Manager is recorded into the ticket. 

The Incident Manager Manager forms an Incident Management Team out of the people required to solve the incident. The composition of this team should dynamically reflect what is required to resolve the incident at hand. 

Incidents are categorised as follows: 

Incident Categorisation 

• Category A Incident 

o Typically affects only one user, for example is about hardware (phone / laptop / secure access token) that has broken down. 

o The Incident Manager is by default Level 1 Service Desk Officer (ticket owner), and can be ECHA or contractor personnel. 

• Category B Incident 

o Affects several users but typically only part of one system, one system completely or small amounts of non-critical systems. Can cause staff to be unable to perform certain type of work or certain parts of certain type of work but does not stop all work or any business critical work. 

o The Incident Manager of Category B Incidents is always ECHA staff. 

o The Incident Manager is by default ECHA Level 1 Service Desk Officer (ticket owner, for example, from ICT HelpDesk or iTex), but can be reassigned by the organisational hierarchy. 

o For Category B Incidents, each contractor performing work to implement any of the affected Services will nominate an Incident Manager that works as the counterpart to ECHA’s Incident Manager 

• Category C Incident 

o Critical business systems are affected to a point where the PLA-0001 ECHA Crisis Management Plan has to be evoked. There is an extreme impact on the users, and a potential for significant disruption of the Business. See the dedicated section below about Category C Incidents. 

o The Incident Manager of Category C Incidents is always ECHA staff. 

