Incident Management Service

• Incident management deals with all incidents; this includes Automation failures reported by event monitoring tools, and/or questions/inquiries reported by users (either via phone through the service desk or via a support ticket).
• The initial step in the incident management process is to categorize, prioritize, investigate, and validate the incident. The second step is to diagnose, provide resolution and implement recovery, restart or remediation. The resolution is provided using the standard process for defect management.
• Incident management provides statistical data (as required) to CSI (Continual Service Improvement). The data could include number of repeat incidents, incidents triggered by a change, and average incident duration before resolution among other information. These are often referred to as KPIs (Key Performance Indicators).
• Customer will have real-time visibility to the ticket and alert details via email and via the support portal. Both the email and portal will contain the details of the remediation steps processed.
• The customer service specialists do not and are not responsible for performing the root cause analysis or determining the root cause of a problem. However, they do serve as a single point of contact for the entire incident management lifecycle.
• Incident management provides inputs to the defect management team as needed to assist in the identification of the underlying root cause of the incident.