7.3 Service desk Service Desk M 2 communicates resolution Analyst to the customer 7.4 Verification of the incident Service Desk M 1 details as they relate to the Analyst configured item and the impacted service, the process allows for the updating of the incident 8.0 Incident Ownership, Monitoring and Tracking 8.1 Maintain the ability to Service Desk M 1 monitor active incidents Analyst 8.2 Ability to perform Incident M 1 hierarchical escalation Manager 8.3 Ability to perform Incident M 1 functional escalation Manager 8.4 Provide ability to Incident C 2 communicate to clients or Manager end-user community as needed
7.3 Service desk communicates resolution to the customer Service Desk Analyst M 2 7.4 Verification of the incident details as they relate to the configured item and the impacted service, the process allows for the updating of the incident Service Desk Analyst M 1 8.0 Incident Ownership, Monitoring and Tracking 8.1 Maintain the ability to monitor active incidents Service Desk Analyst M 1 8.2 Ability to perform hierarchical escalation Incident Manager M 1 8.3 Ability to perform functional escalation Incident Manager M 1 8.4 Provide ability to communicate to clients or end-user community as needed Incident Manager C 2
Fermilab%20Incident%20Management%20Business%20Process%20Requirements%20Document%201.0.docx