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- Incident Response Platform
- Process
- Incident response
Incident response
A disruption needs a named owner and a visible sequence of response. The Service Manager opens the incident against a service and asset, chooses a priority and assigns a person. The Service Technician records the action they take and adds status notes as the investigation develops. The manager reviews the evidence before closing the work.
Step by step
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Open incident Service Manager
Record the summary, priority, service, affected asset, assigned person and opening time. The incident starts Open.
- Establish affected context and ownership
- Updates Incidents, Services, Assets, People
-
Acknowledge Service Manager
The assigned Service Technician accepts the work and adds an acknowledgment event. The Service Manager records the acknowledgment time on the incident and moves it to Acknowledged.
- Record acceptance and timing
- Updates Incidents, Response events
-
Investigate Service Manager
The Service Technician records meaningful actions and updates while the team identifies the cause and effect. The Service Manager moves the incident to Investigating.
- Preserve response work and notes
- Updates Incidents, Response events, Incident updates
-
Resolve Service Manager
The Service Technician records a resolve event after recovery. The Service Manager confirms the outcome, records the resolution time and moves the incident to Resolved.
- Record recovery and time
- Updates Incidents, Response events
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Close incident Service Manager
The Service Manager reviews the linked response history and moves the incident to Closed.
- Complete manager review
- Updates Incidents
Who does what
Roles and permissions- Service Manager
- Coordinates and closes the incident.
- Service Technician
- Records response actions and updates.
Set up Incident Response Platform your way.
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