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- Data Center Management
- Process
- Incident to response
Incident to response
Incident response begins when an affected service and asset are named. The Incident Coordinator assigns a person and priority while the incident is open. The coordinator records the actual acknowledgment time during triage; the responder then adds dated updates. The service and asset references remain part of the case even when the state advances.
Step by step
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Incident intake Incident Coordinator
The Incident Coordinator records the summary, opening time, service and asset.
- Identify affected context
- Updates Incidents, Services, Assets
-
Triage Incident Coordinator
The coordinator checks priority and assigns the recorded technician.
- Set priority and assignee
- Updates Incidents, People
-
Acknowledgment Incident Coordinator
The coordinator records the actual acknowledgment time for the open case.
- Record acknowledged at for the open case
- Updates Incidents
-
Investigation Service Technician
The technician writes dated updates with observations and next action.
- Add attributed account
- Updates Incident updates, Incidents
-
Resolution Incident Coordinator
The coordinator checks the operational outcome before marking resolved.
- Record resolved at and Resolved
- Updates Incidents
-
Closure Service Manager
The Service Manager checks the record before final closure.
- Review Closed state
- Updates Incidents
Who does what
Roles and permissions- Incident Coordinator
- , Service Technician, Service Manager, Asset Manager.
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