Management process. Service Customer Service Incident L2 Technical Activity Delivery Service Desk Manager Lead Manager Manager Ticket Creation A C C X x x Ticket Validation R A C C x x Identifying support team & A C C I x x Ticket Assignment Updating outage A,R C x X x x board Resource R A C C x x Engagement Validating or Gathering Impact R A R R R x details Notification at various as per I A C C C I process Opening up Bridge call and resource R A x C C x engagement Prepare restoration plan with help of x R R A R I support team Bridge call Drive x R R R A x Decision to engage x R x R A x vendor/L3/L4 Engaging vendor/L3/L4 or any R R x R A x escalation required Response to Status R A x R R I Update Any escalation during Incident life x R I R A I Taking user confirmation on R A R I I I restoration Support from Vendor, if highest x R x X x A escalation hasn't worked Identifying reason for Incident & x A R R C I putting preventive action Preparing Post Incident Report & x A R C x x Publishing it Executive x A R R R I communications
Management process. Activity Service Desk Incident Manager L2 Technical Lead Service Delivery Manager Customer Service Manager Ticket Creation A C C X x x Ticket Validation R A C C x x Identifying support team & Ticket Assignment A C C I x x Updating outage board A,R C x X x x Resource Engagement R A C C x x Validating or Gathering Impact details R A R R R x Notification at various as per process I A C C C I Opening up Bridge call and resource engagement R A x C C x Prepare restoration plan with help of support team x R R A R I Bridge call Drive x R R R A x Decision to engage vendor/L3/L4 x R x R A x Engaging vendor/L3/L4 or any escalation required R R x R A x Response to Status Update R A x R R I Any escalation during Incident life x R I R A I Taking user confirmation on restoration R A R I I I Support from Vendor, if highest escalation hasn't worked x R x X x A Identifying reason for Incident & putting preventive action x A R R C I Preparing Post Incident Report & Publishing it x A R C x x Executive communications x A R R R I
Incident-Management-Policy.docx