2.1 Incident Coordinator A R Validates & Accepts 2.2 Departmental Reporting A R R Per Priority 2.3 Incident Coordinator A R C/I Assigns Incident to Tech C 2.4 Assessment and Initial A R Contact with Submitter 2.5 Use Existing Knowledge A R base, Troubleshooting 2.6 Begin Incident Resolution A R C/I D.2.7 Incident Require a A C/I R Change to Resolve? I 2.8 Open Related Record A R 2.9 Assign Appropriate A R Priority to the Change D.2.10 Is inter-departmental A C/I R work required? I 2.11 Open Related Record A R A R 2.12 Validate related work 2.13 Complete Incident A I R C/I Resolution H Incident Management Verify, Document & Close Process Activity Descriptions 3.1 Primary Tech Verifies Resolution Purpose Verification of incident resolution with the customer Requirement Statement Keeping with high standards of customer service, the tech must verify that the resolution applied fixed the issues the customer was experiencing Inputs Incident record (specifically the resolution) Procedure or Work Instruction Tech verifies fix applied, resolves issue from tech’s end Steps Tech will contact the customer Tech confirms from customer’s perspective that the resolution applied the issue that caused them to submit a ticket Outputs Customer verification that the resolution fixed their issue Metric Length of time to resolution
2.1 Incident Coordinator Validates & Accepts A R 2.2 Departmental Reporting Per Priority A R R 2.3 Incident Coordinator Assigns Incident to Tech A R C/I 2.4 Assessment and Initial Contact with Submitter A R C 2.5 Use Existing Knowledge base, Troubleshooting A R 2.6 Begin Incident Resolution A R C/I D.2.7 Incident Require a Change to Resolve? A C/I R 2.8 Open Related Record A R I 2.9 Assign Appropriate Priority to the Change A R D.2.10 Is inter-departmental work required? A C/I R 2.11 Open Related Record A R I 2.12 Validate related work A R 2.13 Complete Incident Resolution A I R C/I H Incident Management Verify, Document & Close Process Activity Descriptions 3.1 Primary Tech Verifies Resolution Purpose Verification of incident resolution with the customer Requirement Statement Keeping with high standards of customer service, the tech must verify that the resolution applied fixed the issues the customer was experiencing Inputs Incident record (specifically the resolution) Procedure or Work Instruction Steps Tech verifies fix applied, resolves issue from tech’s end Tech will contact the customer Tech confirms from customer’s perspective that the resolution applied the issue that caused them to submit a ticket Outputs Customer verification that the resolution fixed their issue Metric Length of time to resolution