Sr. Report Name Frequency Description No. 1 Post Incident Report On occurrence The report gives the brief report of the actions taken of P1/P2 to restore the service after P1/P2 2 Weekly Incidents Daily Report details the count and details of P1&P2. Also Backlog Reports, gives the count of P3/P4 on daily/ weekly/monthly basis. Incident Management Status Report 3 Some of the reports in Daily/ Weekly/ NA future will be Monthly generated through ITSM tool Meetings Expected Meeting Meeting Meeting Name Participants Agenda Outcomes Duration Daily Customer To discuss all Ratification of 30 min Health Service the P1 and P2 Incident Check Manager, Incidents details, Incident from the Business Manager & previous day impacts Service delivery managers Responsibilities of Incident Manager The role of Incident Manager during a technical bridge is to be the and of the bridge. S/he owner, Driver Authority owns that bridge and the activities carried out under his/her governance. He is enabler towards the business for getting the services restored ASAP. Area Responsibility Incident Management Governance of All incidents to drive the restoration of the impacted business services Governance ASAP and in turn ensure the minimum impact over business and SLA
Sr. No. Report Name Frequency Description 1 Post Incident Report On occurrence of P1/P2 The report gives the brief report of the actions taken to restore the service after P1/P2 2 Weekly Incidents Backlog Reports, Incident Management Status Report Daily Report details the count and details of P1&P2. Also gives the count of P3/P4 on daily/ weekly/monthly basis. 3 Some of the reports in future will be generated through ITSM tool Daily/ Weekly/ Monthly NA Meetings Meeting Name Participants Meeting Agenda Expected Meeting Outcomes Duration Daily Health Check Customer Service Manager, Incident Manager & Service delivery managers To discuss all the P1 and P2 Incidents from the previous day Ratification of Incident details, Business impacts 30 min Responsibilities of Incident Manager The role of Incident Manager during a technical bridge is to be the owner, Driver and Authority of the bridge. S/he owns that bridge and the activities carried out under his/her governance. He is enabler towards the business for getting the services restored ASAP. Area Responsibility Incident Management Governance Governance of All incidents to drive the restoration of the impacted business services ASAP and in turn ensure the minimum impact over business and SLA
Incident-Management-Policy.docx