Incident Management

1. Roles & Responsibilities

IT Team

• Incident Manager
  • Owns the incident management process.
  • Coordinates resolution and communication.
• IT Support / Helpdesk
  • First point of contact for incident reporting.
  • Logs incidents in ITSM tool (ServiceNow, Jira, etc.).
• Network/System Engineers
  • Diagnose and resolve technical issues.
• Security Officer
  • Handles security-related incidents (breaches, unauthorized access).

Facilities Team

• Facilities Incident Coordinator
  • Manages physical incidents (power outage, HVAC failure, fire alarms).
• Safety Officer
  • Ensures safety compliance during incident handling.
• Vendor Managers
  • Engage vendors for urgent repairs or replacements.

Leadership

• Approves escalation for major incidents.
• Communicates with clients and stakeholders.

2. How to Do Incident Management (Step-by-Step)

A. Incident Identification

• Detect incidents via monitoring tools, user reports, or alerts.
• Examples:
  • IT: Network outage, server crash, cyberattack.
  • Facilities: Fire alarm, access control failure, HVAC breakdown.

B. Logging & Categorization

• Record incident details in ITSM tool.
• Categorize by Priority:
  • P1 (Critical): Business outage.
  • P2 (High): Major impact but partial functionality.
  • P3 (Medium): Limited impact.
  • P4 (Low): Minor inconvenience.

C. Initial Diagnosis

• IT: Check logs, run diagnostics.
• Facilities: Inspect physical systems, verify alarms.

D. Escalation

• If unresolved at L1, escalate to L2/L3 or vendors.
• Activate Major Incident Management for P1 cases.

E. Resolution

• Apply fix or workaround.
• Validate service restoration.

F. Communication

• Send updates to stakeholders at defined intervals.
• Use predefined templates for email/SMS/Teams alerts.

G. Closure

• Document root cause and resolution.
• Update Known Error Database (KEDB).
• Conduct Post-Incident Review.

3. Best Practices

• Implement ITIL Incident Management framework.
• Maintain Incident Response Playbook.
• Automate alerts and escalation workflows.
• Train staff for quick response.
• Link incidents to Problem Management for RCA.

4. Tools & Templates

• Incident Register (Excel or ITSM tool).
• Escalation Matrix.
• Communication Templates.
• Post-Incident Review Form.