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This document will introduce a Process Framework and will document the workflow, roles, procedures, and policies needed to implement a high quality process and ensure that the processes are effective in supporting the business. This document is a living document and should be analyzed and assessed on a regular basis.  \nScope  \nThe scope of this document is to define the Incident Management Process, and process inputs from, and outputs to, other process areas. Other service management areas are detailed in separate documentation. The following is a specific list of items that are in scope for this document. Other items not listed here are considered out of scope for this document.  \nIn scope:  \n􀁸 Incident Management Overview  \no Incident Definition  \no Incident Management Objectives  \no Incident Management Policies  \n􀁸 Incident Management Process Flow  \n􀁸 Incident Management Roles  \n􀁸 Incident Management RACI  \n􀁸 Incident Management Procedure Flows and Descriptions  \n􀁸 Incident Management Prioritization scheme  \n􀁸 Incident Management Service Categorization Model  \n􀁸 Incident Management Process Metrics  \nIncident Management Overview  \nIncident Definition  \nAn Incident is an unplanned interruption to a technology service or reduction in quality of a technology service. Failure of a Configuration Item or product that has not yet impacted service is also an incident (i.e. failure of one disk from a mirror set) .  \nIncident Management Objectives  \nThe goal of Incident Management is to restore service operations as quickly as possible. Timely and efficient resolution will minimize business impact and increase productivity.  \nIncident Management Policies  \n\n| Incident reporting must go through the Service Desk, providing Users with a single point of contact |\n| --- |\n| All incidents must be logged, prioritized and solutions recorded in the Incident Management System |\n| One standard Incident Management Process is defined and used to support all IT Service users |\n| The Service Desk manages, tracks, escalates, closes and communicates status of all incident records and is responsible for all incident assignments |\n| The Incident Management Process is the conduit of communication of any degradation of service, to the affected users and IT personnel |\n| Closure of incidents is dependent on validating with the user that the incident has been resolved and service is restored |\n| The Service Desk will own all incidents that they themselves log or that are assigned to them from a Tier 2 provider. Ownership will transfer to the Incident / Situation Manager for major incidents |\n| Once a major incident has been validated by the Service Desk, escalation and communication protocols for high-priority incidents are initiated and managed by the Service Desk |\n\nIncident Management Process Flow  \n\n| \u003Cbr>V3 Incident Management Process |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |\n| --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- |\n| |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |\n| Cal ler / Customer | \u003Cbr>Incident Identification\u003Cbr>Sources:\u003Cbr>Event Mgt, Email, Self-Service, Phone Call, Tech Staff (Tier 2 / Walkup)\u003Cbr>\u003Cbr>Hierarchic\u003Cbr>Escalation\u003Cbr>|  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |\n| \u003Cbr>Incident / Situat ion Manager |  | |  |  |  |  |  |  |  | Needed? |  |  |  |  |  |  |\n| \u003Cbr>Funct ional Group-Queue Manager |  | Ye | |  | 9.0 Major Incident Process |  |  |  | N | o |  |  |  |  |  |  |\n|  |  |  | s |  |  |  |  |  |  |  | 6.0 |  |  |  |  |  |\n| \u003Cbr>Funct ional Group – Tier 2+ Analyst | \u003Cbr>1.0\u003Cbr>\u003Cbr>Incident Logging\u003Cbr>2.0 Incident Categorization |  |  |  |  |  |  |  | |  | Investigation & Diagnosis |  |  |  |  |  |\n|  |  |  |  | 4.0\u003Cbr>Initial Diagnosis |  |  |  |  |  |  | |  |  | 7.0 |  |  |\n| Service","cbCaik55B186fqST","https://ap.wps.com/l/cbCaik55B186fqST","pdf",1292288,"English","# Introduction\n## Purpose\n## Scope\n# Incident Management Overview\n## Incident Definition\n## Incident Management Objectives\n## Incident Management Policies\n# Incident Management Process Flow\n## Incident Identification Sources\n## Escalation and Major Incident Handling\n# Incident Management Roles\n## Role Descriptions\n# Incident Management RACI\n## Accountability and Ownership","[{\"question\":\"What is an incident under the Yale University process guide?\",\"answer\":\"An incident is an unplanned interruption to a technology service or a reduction in service quality. It also includes certain configuration item or product failures that have not yet impacted service.\"},{\"question\":\"How must users report incidents?\",\"answer\":\"Incident reporting must go through the Service Desk, which provides users with a single point of contact.\"},{\"question\":\"When do incident responsibilities transfer for major incidents?\",\"answer\":\"Ownership remains with the Service Desk for incidents they log or that are assigned from a Tier 2 provider. For major incidents, ownership transfers to the Incident/Situation Manager after validation by the Service Desk, which then initiates escalation and communication protocols.\"}]","Yale University Incident Management Process Guide - V3 - Process Framework and Workflow | PDF",1789224066,6]