Incident Manager

The Incident Manager user role has the following responsibilities:

  • Handle incidents escalated by the Incident Coordinator or by the Service Desk Agent.
  • Determine and execute the appropriate escalation actions.
  • Request an Emergency Change if required.

To execute this role, the Incident Manager has following tasks available:

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows User Tasks
Incident Escalation (SO2.6)