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Incident Assignment (process SO 2.2)

Incidents are logged from an interaction by a Service Desk Agent or from an event by an Operator. The Incident Coordinator monitors the incident queue and reviews open status incidents. The Incident Coordinator verifies whether an incident is a major incident using predefined criteria. If it is, the Incident Manager is informed about the incident arrival; otherwise, it is assigned to an Incident Analyst for further investigation and diagnosis.

The Incident Analyst receives an assigned incident and determines whether the incident can be resolved with the tools and knowledge available. If the incident cannot be resolved, the Incident Analyst reassigns it to the Incident Coordinator.

You can see the details of this process in the following figure and table.

The Incident Assignment workflow is illustrated in the following figure:

Incident Assignment process

Process ID

Procedure or Decision

Description

Role

SO 2.2.1

Review Incident information

The Incident Coordinator monitors the incident queue and reviews all incoming Incidents.

Incident Coordinator

SO 2.2.2

Major Incident?

The Incident Coordinator verifies whether this incident is a major incident using predefined criteria.

If yes, continue with SO 2.2.3.

If no, go to SO 2.2.4

Incident Coordinator

SO 2.2.3

 Inform Incident Manager

The Incident Coordinator informs the Incident Manager about the major incident. The Major Incident check box is checked and the ticket is assigned to the manager.

Automatic notifications about the Major Incident arrival are sent to Incident Manager.

Then go to SO 2.2.9.

Incident Coordinator
SO 2.2.4 Identify parent/child Incident The operator identifies whether there is a need to create a parent-child record relationship to link multiple similar incidents together. Operator

SO 2.2.5

Assign Incident to analyst

The Incident Coordinator assigns it to an Incident Analyst from the Incident Coordinator's group for further investigation and diagnosis.

Incident Coordinator

SO 2.2.6

Review Incident information

The Incident Analyst monitors the queue of incidents assigned to him/her and reviews the incoming incidents.

Incident Analyst

SO 2.2.7

Able to resolve Incident?

The Incident Analyst reviews the assigned incident to see if he/she can resolve it. If yes, continue with SO 2.2.7. If no, go to SO 2.2.8.

Incident Analyst

SO 2.2.8

Accept Incident

The Incident Analyst accepts the incident.

Incident Analyst

SO 2.2.9

Reassign Incident to coordinator

The Incident Analyst reassigns the incident to the Incident Coordinator if no resolution can be found. The analyst also provides the information on the current status, work performed on the incident, and information on reassignment.

The Incident Coordinator can decide whether to escalate the incident, reassign the incident, or close the incident.

Incident Analyst
SO 2.2.10 Create Major Incident Team The Incident Manager dynamically establishes a separate major incident team under the Incident Manager's direct leadership. The team is tasked to concentrate on this incident exclusively to ensure that adequate resources and focus are provided to find a swift resolution. The Incident Manager forms separate technical teams. Throughout, the Incident Coordinator and Service desk ensures that all activities are recorded and Users are kept updated and fully informed of the progress. A separate procedure with shorter timescales and greater urgency must be used for major incidents. Incident Manager

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