Responsible Target Activity Timing Purpose # Party Audience 1 Operations Meeting Incident Manager Computing Division Review prior day’s incidents; determine accuracy of ticket categorization and priority levels. Discuss resolution for all critical incidents 2 Critical Incident Bridge Ad Hoc Critical Incident Support teams Keeps the team Call Manager managing the focused on the Critical Incident critical incident, ensures that everyone on the bridge call is up to date and aware of the situation. Call lasts until the Critical Incident is resolved 3 Ad hoc Service Manager Department Heads Provide status Customer Critical Incident Bridge Call outside of updates to Computing Division impacted directly impacted Departments. by a Critical Outage affecting their department 4 5 6 7 8 9
# Activity Timing Responsible Party Target Audience Purpose 1 Operations Meeting Incident Manager Computing Division Review prior day’s incidents; determine accuracy of ticket categorization and priority levels. Discuss resolution for all critical incidents 2 Critical Incident Bridge Call Ad Hoc Critical Incident Manager Support teams managing the Critical Incident Keeps the team focused on the critical incident, ensures that everyone on the bridge call is up to date and aware of the situation. Call lasts until the Critical Incident is resolved 3 Customer Critical Incident Bridge Call Ad hoc Service Manager Department Heads outside of Computing Division directly impacted by a Critical Outage affecting their department Provide status updates to impacted Departments. 4 5 6 7 8 9
Fermilab%20Incident%20Management%20Business%20Process%20and%20Procedures%201.0.docx