Critical incident responsibility
Assign topic to the user
as an incident manager what should we do?
Answer:
It''s always hard when many different parties are included in such incident resolution.
First of all, don't include (in any incident/problem resolution) people that are not necessary. Otherwise, it's very likely to get in such situation.
Secondly, incident categorization can help to point out to the right supporting group. (to learn more, read the article "All about Incident Classification" https://advisera.com/20000academy/knowledgebase/incident-classification/)
RACI matrix for also good to have (A stand for accountable - apply it to the service, technology, activity, topic...) (read the article "ITIL / ISO 20000 RACI matrix – How to use it to clarify responsibilities" https://advisera.com/20000academy/blog/2016/01/12/itil-iso-20000-raci-matrix-how-to-use-it-to-clarify-responsibilities/
And, last but not least, this is also a kind of test for managerial capabilities (to get along between several teams.
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Jul 24, 2017