Incident Management Business Process Requirements Item # Business Requirement Owner MoSCoW Priority Ranking (1=Highest 5 = Lowest) 1.0 Incident Detection Incident Manager 1.1 Ability to receive incident Service Desk M 1 information manually Analyst 1.2 Ability to receive incident Incident C 3 information automatically Manager 1.3 Store data received from Incident M 2 Incident gathering Manager 2.0 Incident Classification Incident Manager 2.1 Assign a category to an Service Desk M 1 incident Analyst 2.2 Align categories to Incident M 2 Change and Problem Manager Management 2.3 Searchable incident Incident M 2 records Manager 2.4 Capable of associating Incident M 1 incidents using a Manager Parent/child relationship 2.5 Ability to determine Incident M 1 urgency, priority, and Manager criticality of an incident 2.6 Service Desk Analyst can Service Desk M 2 begin critical incident Analyst management if necessary 2.7 Provide ability to Incident M 2 appropriately assess the Manager impact of the incident 3.0 Initial Incident Support
Incident Management Business Process Requirements Item # Business Requirement Owner MoSCoW Ranking Priority (1=Highest 5 = Lowest) 1.0 Incident Detection Incident Manager 1.1 Ability to receive incident information manually Service Desk Analyst M 1 1.2 Ability to receive incident information automatically Incident Manager C 3 1.3 Store data received from Incident gathering Incident Manager M 2 2.0 Incident Classification Incident Manager 2.1 Assign a category to an incident Service Desk Analyst M 1 2.2 Align categories to Change and Problem Management Incident Manager M 2 2.3 Searchable incident records Incident Manager M 2 2.4 Capable of associating incidents using a Parent/child relationship Incident Manager M 1 2.5 Ability to determine urgency, priority, and criticality of an incident Incident Manager M 1 2.6 Service Desk Analyst can begin critical incident management if necessary Service Desk Analyst M 2 2.7 Provide ability to appropriately assess the impact of the incident Incident Manager M 2 3.0 Initial Incident Support