Guest user Created: Jul 25, 2017 Last commented: Jul 25, 2017

Critical incident responsibility

ITIL & ISO 20000

I have one query related to ITIL incident management. Supposed a Critical incident reported and as an Incident Manager we open a bridge call and we call all the technical team to join this. However, all of them confirmed that there is no issue at their end.

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Branimir Valentic Jul 25, 2017

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

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