Words and Phrases
Incident Management process overview
The Incident Management process includes all necessary steps to log and resolve an incident, including any necessary escalations or reassignments. Monitoring of Service Level Agreements (SLAs), Operation Level Agreements (OLAs), and Underpinning Contracts (UCs) are also part of the overall process.
When an incident is opened, the associated SLA starts tracking the time that elapses. The Incident Coordinator assigns the incident to an Incident Analyst for investigation and diagnosis. If necessary, the incident can be reassigned to a different assignment group.
A general overview of the Incident Management processes and workflows is depicted in the figure below. They are described in detail in Incident Management Workflows.
