Incident Management Procedure
2020-11-25 13:45:02 0 举报外企事故处理流程
作者其他创作
大纲/内容
Implement solution
Known solution available?
Develop the solution
N
Event Occour
Assign priority
Send communication to stakeholders
Overlapping parts of Incident Management
Priority 1?
Service Owner/Service Desk/Resolve team
Plan a schedule to troubleshooting online meeting(Match the SLA)
Priority1/2?
Record and close case
Incident Identified
Confirm restoration fo service
Incident Manager
Resolve the incident
Confirm result
Close incident ticket
Supplier included Incident Management Procedure
Assign the ticket to appropriate resolver team
Assess and validate the incident
7 days
Notify AZ Buiness Owner
Other suppliers (e.g. C)
XX Incident Management Procedure
Assign solution to appropriate team
Further Treatment
XX
Done
YG troubleshooting Procedure
Initiate Bridge Call
Raise a Incident Ticket
Analyze incident
Y
Contact inicident manager
Inform maintaince
Inform YG engineer
Trouble shooting
Reclassify priority and inform business manager
YG
Clarify and confirm business impact
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