1.2 Step Responsible Role Action Assign a category to the incident. Valid examples of categories include 1.2.1 Service Desk software, hardware, network, etc. These Product and Operational categories Analyst - are common to Change, Configuration and Problem Management processes. Tier 1/Tier 2 Search for an existing open incident for this issue. 1.2.2 Service Desk Analyst - Tier 1/Tier 2 If an existing incident is found, go to step 1.2.4. 1.2.3 Service Desk Analyst - If there is no existing incident, go to step 1.2.5. Tier 1/Tier 2 Associate the two incidents on the related records tab 1.2.4 Incident Manager / Service Desk Analyst - Tier 1/Tier 2 Determine if the incident is a critical issue according to the guidance 1.2.5 Service Desk provided by the Critical Incident Manager, the Service Catalog, and Analyst - (Future Use: The SLA). Tier 1/Tier 2 If the incident is critical, go to step procedure 1.9 Critical Incident 1.2.6 Service Desk Procedure Analyst - Tier 1/Tier 2 If the incident is not critical go to 1.2.10 If the incident is not critical, go to step 1.2.7. (Future Use) 1.2.7 Service Desk Using the Known Error Database (KEDB), search for a matching Analyst - problem or known error. (Future Use) Tier 1/Tier 2 (Future Use) 1.2.8 Service Desk If a match is found, go to step 1.2.10. Analyst - Tier 1/Tier 2 If no match is found, go to the Problem Management Process, which will determine if a new Problem record should be created. 1.2.9 Service Desk (Future Use) Analyst - Link the problem to the incident using the related records tab. Tier 1/Tier 2
1.2 Step Responsible Role Action 1.2.1 Service Desk Analyst - Tier 1/Tier 2 Assign a category to the incident. Valid examples of categories include software, hardware, network, etc. These Product and Operational categories are common to Change, Configuration and Problem Management processes. 1.2.2 Service Desk Analyst - Tier 1/Tier 2 Search for an existing open incident for this issue. 1.2.3 Service Desk Analyst - Tier 1/Tier 2 If an existing incident is found, go to step 1.2.4. If there is no existing incident, go to step 1.2.5. 1.2.4 Incident Manager / Service Desk Analyst - Tier 1/Tier 2 Associate the two incidents on the related records tab 1.2.5 Service Desk Analyst - Tier 1/Tier 2 Determine if the incident is a critical issue according to the guidance provided by the Critical Incident Manager, the Service Catalog, and (Future Use: The SLA). 1.2.6 Service Desk Analyst - Tier 1/Tier 2 If the incident is critical, go to step procedure 1.9 Critical Incident Procedure If the incident is not critical go to 1.2.10 If the incident is not critical, go to step 1.2.7. (Future Use) 1.2.7 Service Desk Analyst - Tier 1/Tier 2 Using the Known Error Database (KEDB), search for a matching problem or known error. (Future Use) 1.2.8 Service Desk Analyst - Tier 1/Tier 2 (Future Use) If a match is found, go to step 1.2.10. If no match is found, go to the Problem Management Process, which will determine if a new Problem record should be created. 1.2.9 Service Desk Analyst - Tier 1/Tier 2 (Future Use) Link the problem to the incident using the related records tab.
Fermilab%20Incident%20Management%20Business%20Process%20and%20Procedures%201.0.docx