Page 340 - ITIL® Foundation 3.15

Roles in Incident Management
Incident Manager (may also be Service Desk Manager)
• Driving the efficiency and effectiveness of the Incident Management process
• Producing management information
• Managing 1st and 2nd line workflow (only if combined with SD
manager)
• Monitoring and improving the effectiveness of Incident
Management
• Developing and maintaining the Incident Management systems
• Managing major incidents
• Developing and maintaining processes and procedures
• May own and manage Incident Management process
Copyright © 2018. Knowledge ToolWorks. All Rights Reserved.