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- SaaS Management Platform
- Process
- Incident response
Incident response
Assign a service interruption, record updates and close after resolution.
Step by step
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Record incident Service Manager
The Service Manager records the affected service, asset, priority, opened date and assigned person. The incident starts open so the response owner is visible.
- Establishes affected service, equipment and assignee
- Updates Incidents, Services, Assets, People
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Investigate incident Service Manager
The Service Manager records the actual acknowledgment date and status. The Service Technician adds dated updates with an author and findings. Investigation continues until the interruption is resolved.
- Records response dates and authored chronology
- Updates Incidents, Incident updates, People
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Resolve and close Service Manager
Record the resolved date and move the incident to resolved. After review, close it while retaining the dated chronology for follow-up.
- Records resolution and leaves investigation evidence available
- Updates Incidents, Incident updates
Who does what
Roles and permissions- Service Manager
- Assigns incidents and records status and response dates; Service Technician records authored updates.
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