The global skills and competency framework for the digital world

Incident management USUP

Coordinating responses to a diverse range of incidents to minimise negative impacts and quickly restore services.

Revision notes

Updates for SFIA 9

  • Theme(s) influencing the updates for this skill: Making SFIA easier to consume (enhance readability/guidance/descriptions), Support for cyber security working practices (both specialised and general), Making SFIA easier to consume (updates to skill name/skill description), Making SFIA easier to consume (new levels).
  • New levels have been added at levels 1 and 6.
  • Content changes have been made to levels 2, 3, 4, and 5.
  • You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
  • Previous SFIA assessments or skills mapping may be impacted by this change.

Guidance notes

Activities may include, but are not limited to:

  • designing and implementing different processes and procedures for different categories of incidents including, but not limited to, major incidents, information or cybersecurity incidents, complex incidents and low impact incidents
  • establishing incident response teams or security incident response teams
  • enhancing preparedness through regular testing, training, simulations and development of incident response plans and playbooks
  • restoring service to users as quickly as possible, prioritising service continuity over permanent solutions
  • managing unplanned interruptions to a service or reductions in service quality
  • routing requests for help to appropriate functions for resolution
  • monitoring resolution activity
  • ensuring compliance with regulations and data privacy requirements 
  • using automation and data-driven tools for earlier and faster incident detection and resolution
  • informing users, customers and key stakeholders of progress towards service restoration.

Incidents can impact areas such as business operations, information and cyber security, IT systems, services, employees, customers, or other vital business functions.

Different roles or groups may be needed to diagnose and resolve incidents. These can include users, subject matter experts, service desk staff, support teams, suppliers, and partners. Although they participate in the incident management process, they do not necessarily require incident management skills.

Understanding the responsibility levels of this skill

Where lower levels are not defined...
  • Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.
Where higher levels are not defined...
  • Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

  • Learning key concepts and principles related to this skill and its impact on your role
  • Performing related skills (see the related SFIA skills)
  • Supporting others who are performing higher level tasks and activities
Where higher levels are not defined...
  • You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

1 2 3 4 5 6

Incident management: Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Follows agreed procedures to identify, register and categorise incidents.

Uses provided tools and technologies to support the incident management process.

Collects information as instructed to assist in incident resolution and allocates incidents as directed.

Assists in monitoring incident queues and escalates issues according to procedures.

Incident management: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Provides first line investigation and gathers information to enable incident resolution and allocate incidents.

Gathers information to enable incident resolution and allocates incidents according to established procedures. Escalates incidents as necessary.

Advises relevant people of actions taken. Communicates with users and stakeholders to provide updates on incident status.

Assists in maintaining records and documentation related to incidents.

Incident management: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Prioritises and diagnoses incidents applying agreed procedures and tools.

Investigates causes of incidents and seeks resolution.

Escalates unresolved incidents to higher levels or specialist teams. Coordinates with stakeholders to ensure timely resolution.

Facilitates recovery, following resolution of incidents. Documents, communicates outcomes and closes resolved incidents.

Incident management: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Monitors and manages incident queues to ensure incidents are handled according to procedures and service levels.

Contributes to developing, testing and improving incident management procedures. Uses analytics tools to track trends.

Ensures resolved incidents are properly documented and closed.

Supports team members in the correct use of the incident process.

Incident management: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Responsible for the operation of the incident management process.

Manages incident communications, ensuring al parties are aware of incidents and their role in the process.

Leads the review of major incidents and informs service owners of outcomes. Ensures incident resolution within service targets. Analyses metrics and reports on the performance of the incident management process.

Develops, maintains and tests incident management policy and procedures. Ensures compliance with regulatory requirements.

Incident management: Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas.

Shapes and directs the organisation's incident management strategy. Establishes policies and standards for incident management aligned with organisational goals.

Provides leadership during major incidents, coordinating cross-functional teams and external partners. Makes high-level decisions to minimise impact and ensure swift recovery.

Leads the development of organisational capabilities for incident management.

Promotes organisational collaboration and ensures that incident management processes are understood and adopted across the organisation.

Keywords
Large change New level Guidance notes