Incident Management

Overview

Part of the Service Operation lifecycle, Incident Management manages the lifecycle of all Incidents.  The objective of the process is to ensure that normal service operation is restored as quickly as possible and the business impact is minimized. 

At a very high level, the Incident Management process includes eight process activities:

  • Identification - Incidents are detected and reported.
  • Logging - All relevant information relating to the nature of the Incident must be documented.
  • Categorization & Prioritization - Incidents are categorized and prioritized to facilitate a swift and effective resolution.
  • Initial Diagnosis - A diagnosis is carried out to try to discover the full symptoms of the incident.
  • Escalation - When the Service Desk cannot resolve the incident, the incident is escalated for further support (functional escalation).  If incidents are more serious, the appropriate IT managers must be notified (hierarchic escalation).
  • Investigation & Diagnosis - When there is no known solution, the incident is investigated.
  • Resolution & Recovery - Once the solution has been found, the issue can be resolved.
  • Incident Closure - The Service Desk confirms that the incident is fully resolved and that the user is satisfied and then the incident can be closed.

If the customer can work, the Incident can be resolved. -Peter Stampfer, Incident Process Manager

Governance

Name/Email Title Department
Balestreri, Tony ITSM Developer IT Service Management
Beynon, Kristan IT Security Analyst IT Security and Policy
Brezman, Irene Mgr-Environment Portfolio IT Clinical Applications
Chin, John ITSM Associate Director IT Service Management
Galvan, Cyndi IT Security Analyst IT Security and Policy
Gee, Melissa Operations Manager Campus Procurement & Contracting
Hall, Shawn Business Systems Analyst IT Service Management
Isaac, Josh Programmer Analyst ITS Billing
Law, David Information System Manager Pediatrics IT
Lin, Jason Applications Program Manager IT Service Management
McCue, Rita Technical Lead ITSM IT Service Management
Moraga, Penny Clinical Applications Profl IT Clinical Applications
Pal, Noah System Administrator Campus Life Services
Pucillo, Dan Ops Supervisor, Tech Team IT Service Desk
Regalia, Teresa Sr IT Security Analyst IT Security and Policy
Seatavakin, Pete ITFS Field Manager IT Field Services
Stampfer, Peter Service Operation Process Mgr IT Service Management
Thacker, Chris Programmer Analyst Campus Life Services
Von Eichhorn, John Business Technical Support Mgr IT Service Desk
Weigle, Susan Operations Supervisor IT Service Desk
Yun, Rodney Education Systems Analyst School of Pharmacy IT
 

Meetings

  • Governance Meetings: 1st Wed of the month, 10:00am

Documentation

Enterprise Incident Management Process            
 

Quick Reference Cards

QRC - How to Setup SMS Text Message Alerts                                                 

 

Training

Management Escalation Task Policies and Process                                         
IT Survey Response Policy