3.1 Provide means for the Incident M 2 Service Desk Analyst to Manager quickly resolve an incident 3.2 Capable of assigning a Incident S 1 priority to the incident Manager 3.3 Provide updates to the Service Desk S 2 client/end user Analyst 4.0 Incident investigation and diagnostics 4.1 Ability to assign incident Service Desk M 1 tickets to the appropriate Analyst team 4.2 Ability to re-assign tickets Service Desk M 1 as necessary Analyst 4.3 Capable of including other Service Desk M 2 team members, Analyst consultants, support groups and contractors as needed 4.4 Allow for 3rd party support Incident S 2 within the process Manager 4.5 Provide a resolution loop Incident M 2 with the ability to Manager document the resolution 4.6 Suspension of the service Service Desk S 1 clock is required for Analyst adherence to Service Level Agreements 5.0 Incident Resolution 5.1 Provide continued Service Desk M 1 communication with the Analyst client/end-user and continue informing them of the status of the incident and resolution
3.1 Provide means for the Service Desk Analyst to quickly resolve an incident Incident Manager M 2 3.2 Capable of assigning a priority to the incident Incident Manager S 1 3.3 Provide updates to the client/end user Service Desk Analyst S 2 4.0 Incident investigation and diagnostics 4.1 Ability to assign incident tickets to the appropriate team Service Desk Analyst M 1 4.2 Ability to re-assign tickets as necessary Service Desk Analyst M 1 4.3 Capable of including other team members, consultants, support groups and contractors as needed Service Desk Analyst M 2 4.4 Allow for 3rd party support within the process Incident Manager S 2 4.5 Provide a resolution loop with the ability to document the resolution Incident Manager M 2 4.6 Suspension of the service clock is required for adherence to Service Level Agreements Service Desk Analyst S 1 5.0 Incident Resolution 5.1 Provide continued communication with the client/end-user and continue informing them of the status of the incident and resolution Service Desk Analyst M 1
Fermilab%20Incident%20Management%20Business%20Process%20Requirements%20Document%201.0.docx