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- Incident Response Platform
- Process
- Coverage handoff
Coverage handoff
The on-call schedule names a responder for a service and time. A useful handoff also reviews incidents already in progress. The Service Manager should check the schedule and the incident queue together before responsibility changes, so the incoming responder sees both planned coverage and active work.
Step by step
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Review service Service Manager
Check the supported service, its owner and criticality before scheduling coverage.
- Confirm ownership and coverage context
- Updates Services, People
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Schedule shift Service Manager
Record the shift start, end, responder and escalation level for that service.
- Name coverage interval and responder
- Updates On call shifts, Services, People
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Inspect open work Service Manager
Review incidents still Open, Acknowledged or Investigating and read recent response events.
- Identify unfinished response
- Updates Incidents, Response events, Incident updates
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Transfer assignment Service Manager
The Service Manager names the person who will continue each active incident, then the responder records an update explaining the next step.
- Name the active owner and next action
- Updates Incidents, Incident updates
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Confirm coverage Service Manager
Check the incoming shift and the assigned incident list after handoff.
- Check plan against working ownership
- Updates On call shifts, Incidents
Who does what
Roles and permissions- Service Manager
- Maintains the coverage plan and incident assignment.
- Service Technician
- Records response context and accepts assigned work.
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