Incident management USUP

(modified)

The processing and coordination of appropriate and timely responses to incident reports. Routing requests for help to appropriate functions for resolution. Monitoring resolution activity, and keeping users, customers and key stakeholders informed of progress towards service restoration.

Guidance notes

Different processes are used for different categories of incident such as  - but not limited to - major incidents, information or cybersecurity incidents, complex incidents, low impact incidents. 

Incident management aims to minimise the negative impact of incidents. Incidents can impact on a number of areas - such as but not limited to -   business operations, information security, IT systems, services, employees, customers, or other vital business functions. 

Different roles/groups may be needed to diagnose and resolve incidents - such as - users, service desk support teams, suppliers, partners. Although they play a part in the incident management process they do not necessarily need the incident management skill. 

Incident management: Level 5

(modified)

Develops, maintains and tests incident management procedures in agreement with service owners. Investigates escalated, non-routine and high-impact 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: Level 4

(modified)

Prioritises and diagnoses incidents. Ensures that incidents are handled 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. Contributes to testing and improving incident management procedures.

Incident management: Level 3

(modified)

Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and allocates incidents as appropriate. Advises relevant persons of actions taken.

Incident management: Level 2

(modified)

Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and allocates incidents as appropriate.