Incident Management Roles

The following roles (or actors) are used in the Incidents workflow.

Manager - This role is responsible for overseeing the flow of incidents through the workflow. Other duties include:

Ensure efficiency and effectiveness of the Incident Management process
Manage incident management staff
Provide for continuous service improvement for incident management
Produce KPI reports for management review
Maintain the incident management system
Collaborate with other Service Manager processes such as Request Fulfillment, Problem Management, Change Management, and Configuration Management

Level 1 Tech - This role is for service desk staff or first level support who are responsible for handling incoming calls and e-mails. Other duties include:

Own incidents from recording to closure
Record, classify, and resolve incidents as quickly as possible
Collaborate with users and technical SMEs to quickly restore normal service operation
Escalate incidents appropriately
Keep users informed of incident status
Ensure Service Level Agreements (SLAs) are met
Match similar incidents

Level 2 Tech and Level 3 Tech - These roles are for technical SMEs and advanced support staff responsible for further incident investigation and diagnosis. Other duties include:

Resolve incidents that were not resolved at first level support
Escalate service level breaches to an incident manager
Inform Service Desk staff of incident status and resolution
Identify matching workaround
Record new workaround

Note: The Incident Operators field includes all members in the Level 1 Techs, Level 2 Techs, and Level 3 Techs roles.

User - This role is for the users who will be submitting incidents, providing the necessary details to the Service Desk. This is the only role associated with the Affected User field.

Contact - This role is for users who should be available for selection in the Additional Contacts field.

Administrator - This role is responsible for administering Incident Management, such as assigning users to roles or fixing SBM issues.