5.2 Process integration with Incident C 3 Change Management and Manager the ability implement a change 5.3 Ability to stop the Service Desk C 3 resolution of the incident if Analyst there is no known solution 1 5.4 Procedure to update the Service Desk M incident and track solution Analyst within the incident process 1 5.5 Service Desk validate Service Desk M service is restored Analyst 1 5.6 Service Desk validate the Service Desk M incident priority, category, Analyst urgency prior to closing the incident 6.0 Incident Restoration 6.1 Ability to identify the Service Desk M 2 recovery solution Analyst 6.2 Maintain communication Incident M 1 with the client of the Manager potential solutions 6.3 Integrate with the Change Incident C 3 Process for the resolution Manager of the incident 6.4 Ability to stop the Service Desk S 3 resolution process Analyst 7.0 Incident Closure 7.1 Capable of identifying Service Desk M 2 criticality of the ticket Analyst during incident closure 7.2 Ability to verify restoration Service Desk M 1 of the incident Analyst
5.2 Process integration with Change Management and the ability implement a change Incident Manager C 3 5.3 Ability to stop the resolution of the incident if there is no known solution Service Desk Analyst C 3 5.4 Procedure to update the incident and track solution within the incident process Service Desk Analyst M 1 5.5 Service Desk validate service is restored Service Desk Analyst M 1 5.6 Service Desk validate the incident priority, category, urgency prior to closing the incident Service Desk Analyst M 1 6.0 Incident Restoration 6.1 Ability to identify the recovery solution Service Desk Analyst M 2 6.2 Maintain communication with the client of the potential solutions Incident Manager M 1 6.3 Integrate with the Change Process for the resolution of the incident Incident Manager C 3 6.4 Ability to stop the resolution process Service Desk Analyst S 3 7.0 Incident Closure 7.1 Capable of identifying criticality of the ticket during incident closure Service Desk Analyst M 2 7.2 Ability to verify restoration of the incident Service Desk Analyst M 1
Fermilab%20Incident%20Management%20Business%20Process%20Requirements%20Document%201.0.docx