The following roles (or actors) are used in the Incidents workflow.
Incident Managers - 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 Techs - 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 Techs and
Level 3 Techs - This role is 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 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.
Incident Users - 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.
Incident Contacts - This role is for users who should be
available for selection in the
Additional Contacts field.
IM Administrator - This role is responsible for administering
Incident Management, such as assigning users to roles or fixing
SBM
issues.
View Only - This role can view items.
Dashboards - This role can run guest-level reports.
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