Critical Incident Management

The Incident Management Practice Owner is responsible for the following:

• Has overall accountability for the Incident Management Practice for a specific area (Delivery Team, Region etc.)

• Reviews Incidents reports with the Incident Coordinator

• Serves as the key IM Practice contact for other Service Management Teams

• Monitors the effectiveness of Incident Management and making recommendations for improvement

• Reviews the vendor performance at a regular interval with Supplier Management and Vendor

The Incident Management Practice Owner is responsible for the following:

• Has overall accountability for the Incident Management Practice for a specific area (Delivery Team, Region etc.)

• Reviews Incidents reports with the Incident Coordinator

• Serves as the key IM Practice contact for other Service Management Teams

• Monitors the effectiveness of Incident Management and making recommendations for improvement

• Reviews the vendor performance at a regular interval with Supplier Management and Vendor

Incident Assignee, who could be a Specialist from any domains such as Desktop, Server, Network, Voice, and Security, investigates and diagnosis Incident tickets received from the Incident Creator or from another Incident Assignee. The Incident Assignee is responsible for the following:

• Assigning the Incident to an appropriate Specialist

• Distributing assigned Incident requests among the group’s product/service specialists

• Ensuring that Incident are resolved within the SLA targets

• Escalating service outages to the Service Owner of the affected service when they have not been resolved within the available resolution time dictated by the related SLA.

• Reviewing and accepting or rejecting resolutions

• Developing Incident Models for resolving various types of Incidents (e.g. Security related and Capacity Related Incidents)

• Ensures all activities during an incident lifecycle are documented in the Incident record

• Provides the required information to the ASOC (Accenture Security Operations Center) if the security Incident is escalated

The responsibilities of the Major Incident Team:

• Owning the Major Incident till closure

• Managing Major Incidents through recovery

• Involving appropriate stakeholders during the investigation and diagnosis of Major Incident

• Ensuring that appropriate communications are sent on a periodical interval to the relevant stakeholders

• Escalating to the IT Service Continuity Manager / Business Continuity Manager if estimated time resolution (ETR) is unknown. This is a potential DR situation.

• To ensure timely resolution functional and hierarchical escalation