Page 18 - IT Service Catalog2017_Neat

Incident Management Process

The objective of the Incident Management process is to restore

normal service operation as quickly as possible and minimize the
Objective
adverse impact on business operations, thus ensuring that the best
possible levels of service quality and availability are maintained.

The Scope of the Incident Management Process is to handle all
failures and issues in IT environment. It covers the entire IT

Scope infrastructure under the direct and in-direct control of IT
Department at OETC. Microsoft System Center Software shall be
used to perform the entire process.

 The <1st Level Support> is responsible for:
Responsibilities  Incident Detection and Acceptance
 Creation of Incident record
 Updating the user of the status of the incident
 Incident classification and Categorization
 Updating Incident records status
 Closing assigned Incidents.
 Incident Escalation to 2nd Level Support

 The <2nd Level Support> is responsible for:
 Accepting the escalated Incidents
 Incident Investigation & Diagnosis
 Find work-around solution
 Incidents resolution
 Informing the 1st level support about the incident resolution
 Incident escalation to vendors
 Escalation Oracle Incident to EHC 1st Level Support

 The <Vendor> is responsible for:
 Find work-around solution
 Incident Investigation & Diagnosis
 Incidents resolution
 Informing the 2nd level support about incident resolution

18