1.3 Step Responsible Role Action Determine if a quick resolution for the incident is available by using the 1.3.1 Service Desk Known Error Database (KEDB). Analyst - Tier 1/Tier 2 If a quick resolution is available, go to Incident Resolution Procedure. 1.3.2 Service Desk Analyst - If a quick resolution is not available, go to step 1.3.3. Tier 1/Tier 2 1.3.3 Service Desk Determine the impact and urgency of the incident based on user urgency as Analyst - defined by Service Level Management and the system will set the priority. Tier 1/Tier 2 Reference the Impact and Urgency Matrix in Appendix 10 and 11 of this document Inform the client of the incident priority. 1.3.4 Service Desk Analyst - Go to Incident Management Investigation and Diagnosis Procedure. Tier 1/Tier 2
1.3 Step Responsible Role Action 1.3.1 Service Desk Analyst - Tier 1/Tier 2 Determine if a quick resolution for the incident is available by using the Known Error Database (KEDB). 1.3.2 Service Desk Analyst - Tier 1/Tier 2 If a quick resolution is available, go to Incident Resolution Procedure. If a quick resolution is not available, go to step 1.3.3. 1.3.3 Service Desk Analyst - Tier 1/Tier 2 Determine the impact and urgency of the incident based on user urgency as defined by Service Level Management and the system will set the priority. Reference the Impact and Urgency Matrix in Appendix 10 and 11 of this document 1.3.4 Service Desk Analyst - Tier 1/Tier 2 Inform the client of the incident priority. Go to Incident Management Investigation and Diagnosis Procedure.
Fermilab%20Incident%20Management%20Business%20Process%20and%20Procedures%201.0.docx