Incident management USUP
The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
Levels of responsibility for this skill
| 2 | 3 | 4 | 5 |
Incident management: Level 1
This skill is not typically observed or practiced at this level of responsibility and accountability.
Incident management: Level 2
Following agreed procedures, identifies, registers and categorises incidents.
Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
Incident management: Level 3
Following agreed procedures, identifies, registers and categorises incidents.
Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
Maintains records and advises relevant persons of actions taken.
Incident management: Level 4
Prioritises and diagnoses incidents according to agreed procedures.
Investigates causes of incidents and seeks resolution.
Escalates unresolved incidents.
Facilitates recovery, following resolution of incidents.
Documents and closes resolved incidents according to agreed procedures.
Incident management: Level 5
Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement. Analyses metrics and reports on performance of incident management process.
Incident management: Levels 6-7
This skill is not typically observed or practiced at these levels of responsibility and accountability.