Third line

Second line

First line

Incident Manager

Incident Management roles

The following role s are needed for the Incident Management process.

An Incident Manager has the responsibility for:

• Driving the efficiency and effectiveness of the Incident Management process
• Producing management information
• Managing the work of incident support staff (first- and second-line)
• Monitoring the effectiveness of Incident Management and making recommendations for improvement
• Developing and maintaining the Incident Management system s
• Managing Major Incident s
• Developing and maintaining the Incident Management process and procedure s.

In many organizations the role of Incident Manager is assigned to the Service Desk Supervisor – though in larger organizations with high volumes a separate role may be necessary. In either case it is important that the Incident Manager is given the authority to manage incidents effectively through first, second and third line.

This is covered in detail under the Service Desk (section 6.1) and will not be repeated here.

Many organizations will choose to have a second-line support group, made up of staff with greater (though still general) technical skills than the Service Desk – and with additional time to devote to incident diagnosis and resolution without interference from telephone interruptions.

Such a group can handle many of the less complicated incidents, leaving more specialist (third-line) support group s to concentrate on dealing with more deep-rooted incidents and/or new developments etc.

Where a second-line group is used, there are often advantages of locating this group close to the Service Desk to aid with good communications and to ease movement of staff between the groups, which may be helpful for training/awareness and during busy periods or staff shortages. A second-line support manager (or supervisor if just a small group) will normally head this group.

It is conceivable that this group may be outsourced – and this is more likely and practical if the Service Desk itself has been outsourced.

Third-line support will be provided by a number of internal technical groups and/or third-party supplier s/maintainers. The list will vary from organization to organization but is likely to include:

• Network Support
• Voice Support (if separate)
• Server Support
• Desktop Support
• Application Management – likely that there may be separate teams for different applications or application types – some of which may be external supplier/maintainers. In many cases the same team will be responsible for Application Development s as well as support – and it is therefore important that resource s are prioritized so that support is given adequate prominence
• Database Support
• Hardware Maintenance Engineers
• Environmental Equipment Maintainers/Suppliers.

Note: Depending upon where an organization decides to source its support services, any of the above groups could be internal or external groups.

Дата добавления: 2014-12-23