Who is involved in Incident Management?
Incident Management is a process that can be implemented by anyone following the advice given
here. However, the staff mainly involved in carrying out incident management would be:
- the person manning the service desk (the single point of contact) - which should be in place
prior to implementing an Incident Management process
- competent users within the school
- technicians and other technical support staff - the process should not increase the technician
time required.
What is the involvement of these staff in the incident process?
- Incident Management starts with the user discovering the incident and the information they
provide.
- The Service Desk carries out initial investigations into the incident and update call logs with
resolutions.
- A technician or someone providing technical support will conduct further incident investigations
and closure of incidents.
- The service desk completes the call log and incident sheet.
- The service desk or technician informs the user of the resolution.
What is the function of these staff in the incident process?
- Service Desk to be the single point of contact between all roles in the incident process.
- Service Desk to log, monitor and track the progress of the incident.
- Technician support to diagnose and resolve the incident or implement a workaround.
- Technician support to progress unresolved incidents through the problem management
process.
- Any additional first line support groups eg, configuration management or change
management specialist to be consulted.
- Second-line and third-line support groups, including specialist support groups and
external suppliers to be consulted.
- User to keep the service desk informed of any further changes to the state of the affected
equipment (sometimes the computer can start working again when different incidents
are resolved).
What are the roles in Incident Management
