1.9.3 Critical Incident Contacts the respective department head to update on status and Manager determine whether the incident requires further communication If further communication is required, the Critical Incident Manager will 1.9.4 Critical Incident open a conference (Bridge) call with the different members of the team Manager/Group participating on the call. The call will stay open as long as required as Leader determined by the Critical Incident Manager If further communication is not required, then the support team can resume the standard IM process Open a communication bridge with the necessary support teams in order 1.9.5 Critical Incident to coordinate the service restoration of the incident Manager 1.9.6 Critical Incident Determine if communication is required to the customer of the service, if Manager/Group so, then coordinate a separate means of communicating to the customer Leader based on the customer requirements (i.e. email updates at regular intervals, a telephone call hourly, or a continuous open conference line for the customer) Provide communication to the customer based on their requirements as 1.9.7 Critical Incident defined in 1.9.6 Manager Continue to work the incident to resolution 1.9.8 Support Team Determine if service is restored, if not, then continue working the incident 1.9.9 Critical Incident Manager Validate that the user is able to function to an agreeable level of service 1.9.10 Service Desk proceed to the Incident Closure Procedure
1.9.3 Critical Incident Manager Contacts the respective department head to update on status and determine whether the incident requires further communication 1.9.4 Critical Incident Manager/Group Leader If further communication is required, the Critical Incident Manager will open a conference (Bridge) call with the different members of the team participating on the call. The call will stay open as long as required as determined by the Critical Incident Manager If further communication is not required, then the support team can resume the standard IM process 1.9.5 Critical Incident Manager Open a communication bridge with the necessary support teams in order to coordinate the service restoration of the incident 1.9.6 Critical Incident Manager/Group Leader Determine if communication is required to the customer of the service, if so, then coordinate a separate means of communicating to the customer based on the customer requirements (i.e. email updates at regular intervals, a telephone call hourly, or a continuous open conference line for the customer) 1.9.7 Critical Incident Manager Provide communication to the customer based on their requirements as defined in 1.9.6 1.9.8 Support Team Continue to work the incident to resolution 1.9.9 Critical Incident Manager Determine if service is restored, if not, then continue working the incident 1.9.10 Service Desk Validate that the user is able to function to an agreeable level of service proceed to the Incident Closure Procedure
Fermilab%20Incident%20Management%20Business%20Process%20and%20Procedures%201.0.docx