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Incident Management user roles

The following table describes the responsibilities of the Incident Management user roles.

Incident Management User Roles and Responsibilities

Role

Responsibilities

Operator

Registers incidents based on an event and assigns them to the correct support group.

Service Desk Agent
  • Register interactions based on contact with user.
  • Match user interaction to incidents, problems, known errors, or knowledge document.
  • Solve and close interactions.
  • Provide status updates to users on request.
  • Register incident based on a user interaction and assign to the correct support group.
  • Register Request for Change, based on a user interaction.
  • Register Service Request, based on a user interaction.
  • Validate a solution provided by a support group.
  • Report and verify a solution to a user.
  • Monitor Service Level Agreement (SLA) targets of all incidents registered and escalate, if required.
  • Communicate about service outages to all users.

Incident Analyst
  • Reviews assigned incidents.
  • Investigates and diagnoses incidents.
  • Create incident tasks to investigate and diagnose incidents.
  • Documents incident resolutions or workarounds in the Service Management application.
  • Implements incident resolutions.
  • Verifies that incidents are resolved and closes them.
  • Create Incident tasks to implement incident resolutions.

Incident Coordinator
  • Reviews incidents assigned to the support group.
  • Handles incidents escalated by an Incident Analyst of the support group.
  • Monitors Operational Level Agreements (OLA) and Underpinning Contracts (UC) targets of the support group.

Incident Manager
  • Handles incidents escalated by the Incident Coordinator or by the Service Desk Agent.
  • Determines and executes the appropriate escalation actions.
  • Requests an Emergency Change, if required.