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Incident Management first through n-line
I want to understand how the Incident Manager role is used. The Service Desk is the front door of the process and next is the 1st line Incident Management, which has Incident Managers. The Incidents are created here automatically, passed by the Service Desk or submitted by an electronic form and routed here. The goal is to quickly restore services based on scripts, SOPs. If the service cannot be restored it is to be moved to the n-line and so on. Do the n-lines have Incident Managers independent of the first line Incident Managers or do the Incident Managers usually reside in one location of an organization overseeing the Incident through it's life cycle. I may be confusing how things are to escalate. I was under the impression the line was to move the Incident on and move to the next, not to continue following up on the Incident.
Any guidance would be greatly appreciated! Our org is very large and there are 3 lines of support. First line is sit at the console and react to the red light. 2nd line is hands on trouble shooting...
Thanks in advance,
M
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