2.0 The objective of Incident Management is to restore normal service operations as quickly as possible. To do so, ensures minimal adverse impacts on customers, scientists, and research teams as well as Computing Division operations. It also ensures that the best possible levels of service quality and availability are maintained. Incident Management is planned and performed in accordance with established policies, procedures, and standards. Roles and responsibilities for managing the Incident Management process and procedures are defined, assigned, and communicated. Incident Management relies on the effective and efficient operations of other processes. There is a close interface between Incident Management, Problem Management and Change Management processes, as well as, the function of the Help Desk or Service Desk. Definition: Incidents here are defined to be ITIL incidents unless excluded by superceding external policies. Policy Incidents are recorded in the BMC Remedy tool as the single source of data. Incidents are classified by priority and categorized by type or service (e.g., hardware, application) in accordance with documented criteria. Incident Management, Change, Configuration, and Problem Management processes will use a common set of Categories. Incidents are assigned and escalated based on procedures established in the Fermilab Incident Management Business Process and Procedure document. (CD DOCDB 3064) Incidents are investigated to determine resolution and workarounds. The customer shall be kept informed of the progress of their reported incident or service request and alerted in advance if their service levels cannot be met and an action agreed. Services are restored and Incidents are closed in accordance with the established procedures defined in the Fermilab Incident Management Business Process and Procedure document. In the event that an Incident fails to achieve satisfactory progress, it is escalated according to specified criteria, as identified in the Fermilab Incident Management Business Process and Procedure document. The priority of an Incident is determined by assessing its Urgency and Impact. The customer or end-user offers input to guide this assessment, which is compared to previously agreed-upon criteria or Service Level Agreements and Service Level Targets. Major Incidents are declared when the degree of Impact and Urgency reach or exceed the previously defined levels as set forth in the Service Level Agreement or as determined by the Incident Manager or a member of Computing Division management as referenced in the Incident Management Business Process and Procedure Document Third Party Statement: Any Incident involving IT configuration items that require involvement of a 3rd party vendor, will be recorded and tracked within Remedy.
2.0 The objective of Incident Management is to restore normal service operations as quickly as possible. To do so, ensures minimal adverse impacts on customers, scientists, and research teams as well as Computing Division operations. It also ensures that the best possible levels of service quality and availability are maintained. Incident Management is planned and performed in accordance with established policies, procedures, and standards. Roles and responsibilities for managing the Incident Management process and procedures are defined, assigned, and communicated. Incident Management relies on the effective and efficient operations of other processes. There is a close interface between Incident Management, Problem Management and Change Management processes, as well as, the function of the Help Desk or Service Desk. Definition: Incidents here are defined to be ITIL incidents unless excluded by superceding external policies. Policy Incidents are recorded in the BMC Remedy tool as the single source of data. Incidents are classified by priority and categorized by type or service (e.g., hardware, application) in accordance with documented criteria. Incident Management, Change, Configuration, and Problem Management processes will use a common set of Categories. Incidents are assigned and escalated based on procedures established in the Fermilab Incident Management Business Process and Procedure document. (CD DOCDB 3064) Incidents are investigated to determine resolution and workarounds. The customer shall be kept informed of the progress of their reported incident or service request and alerted in advance if their service levels cannot be met and an action agreed. Services are restored and Incidents are closed in accordance with the established procedures defined in the Fermilab Incident Management Business Process and Procedure document. In the event that an Incident fails to achieve satisfactory progress, it is escalated according to specified criteria, as identified in the Fermilab Incident Management Business Process and Procedure document. The priority of an Incident is determined by assessing its Urgency and Impact. The customer or end-user offers input to guide this assessment, which is compared to previously agreed-upon criteria or Service Level Agreements and Service Level Targets. Major Incidents are declared when the degree of Impact and Urgency reach or exceed the previously defined levels as set forth in the Service Level Agreement or as determined by the Incident Manager or a member of Computing Division management as referenced in the Incident Management Business Process and Procedure Document Third Party Statement: Any Incident involving IT configuration items that require involvement of a 3rd party vendor, will be recorded and tracked within Remedy.
Fermilab%20Incident%20Management%20Policy%201.0.docx