Words and Phrases
Interaction model
An interaction model, also known as an incident model, is a method of predefining steps to handle the Incident Management (IM) process. The model includes steps to take, chronological order of the steps, who is responsible for each step, a time scale, and escalation procedures. In addition, the model ideally includes necessary activities required to preserve evidence, such as security and capacity-related incidents. Some interactions occur frequently and require a quick and consistent manner of registration. For this reason, you can create predefined incident models or interaction models that include values for attributes such as description, priority, impact, and service. You can then apply the predefined models to interactions as they occur.