Incident Management
Service description
The Incident Management service at NG2 aims to manage the lifecycle of all Incidents (unplanned interruptions or quality of services degradation), with a main focus to enable back the supported service as quickly as possible. It embeds two main types of events:
• Incidents (Service Interruptions): treated through the Incident Resolution process, with an emphasis on restoring services as quickly as possible, and seek the help of Problem Management if the underlying cause of an Incident cannot be resolved with a minor Change and/or within the committed resolution time.
• Technical Queries (technical requests): treated through the Technical Queries process.
A process interface exists also between Event Management and Incident Management, where significant events are triggering the creation of an Incident.
Incidents are matched to existing Problems and Known Errors, and their resolution by TAC1 and TAC2 provide clear guidance on when to invoke Problem Management from Incident Management.
Sub-processes
• Incident Management Support
• Incident Logging and Categorization
• Immediate Incident Resolution by TAC1
• Incident Resolution by TAC2
• Handling of Major Incidents
• Incident Monitoring and Escalation
• Incident Closure and Evaluation
• Pro-Active User Information
• Incident Management Reporting
Workflow Diagram
