The Service Level Management practice role.
The Service Desk organization and functional role. This team includes the Service Desk function, the IT organization, and Third-Party companies. The Major Incident Team is a group of individuals brought together to manage a Major Incident. The Incident Management Team is a group of individuals brought together to manage hierarchically escalated Incidents. Escalation to these groups may be direct from Level 1 Support or from Level 2 Support based on the Priority and Complexity of the issue. Level 3 Support is responsible to handle Incidents that require specialized and in-depth technical skills. These groups are separated from “End User first point of contact” responsibility and typically have longer timescales to perform incident diagnosis and resolution tasks. These group(s) will have general technical support skills, but with greater skill level than Level 1 Support. Level 2 Support is responsible to handle Incidents that Level 1 Support could not resolve.
The Incident Analyst is responsible for implementing and executing the Incident practice as defined by the Incident Owner/Manager, and to be a point of contact for escalated issues, questions, or concerns. The Service Desk Analyst and the Service Desk function form Level 1 Support. The Service Desk Analyst is responsible for the day to day communication with all End Users and to facilitate the resolution and fulfillment of Incidents and Requests. The Service Desk Manager is responsible for the day to day management of the Service Desk function and assisting with all management escalated issues. This role is responsible for the IT infrastructure and the delivery of IT Services, and will report all Incidents or possible Incidents through the Service Desk. This role is responsible to report all Incidents and make all IT requests and contacts through the Service Desk.Īny IT staff from the IT Organization. The End User is the person using an IT resource. This role is responsible to report all Service Level complaints and complements to the Customer Relationship Manager role of Service Level Management. The Customer is the business – a person or department – who is paying for an IT Service to be available for use by their End Users. The manager has authority to manage Incidents effectively through First, Second, Third Level Support. The Incident Manager is responsible for practice design and for the day to day management of the practice. The Incident Owner is responsible for ensuring that all activities defined within the practice are undertaken and that the practice achieves its goals and objectives. One person or team may have multiple roles, and may have different roles and responsibilities at different times due to involvement with separate practices one after the other. RACI Matrix for Incident Management Practice Practice Roles DescribedĪ Practice Role is defined as a set of responsibilities, activities and authorities granted to a person or team. The stakeholder(s) who must be notified of the activity step. The expert(s) providing information for the activity step. The single owner who is accountable for the final outcome of the activity. The RACI model stands for 4 main practice activity roles as follows: RACI The RACI model specifies that only one role is accountable for an activity, although several people may be responsible, consulted, and informed for parts of the activity. It is also helpful in clarifying the staffing model necessary for operation and improvement. RACI MatrixĪ RACI Matrix, also known as Responsibility Assignment Matrix (RAM), clarifies to all involved with a practice which activities each person, group, or team is expected to fulfill. This ensures that the best possible levels of service quality and availability are maintained. The primary goal and objective of Incident Management is to restore normal service operation as quickly as possible in order to minimize the adverse impact on business operations. An Incident is defined as any event that is a deviation from normal that causes disruption to the agreed service for an IT service, or causes a reduction in the quality of agreed service for an IT service, or could lead to a disruption or a reduction in quality of agreed service for an IT service (this includes monitoring activities that provide early detection of possible Incidents).
0 kommentar(er)
