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    ITIL - IM Roles and Responsibilities PDF

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    roxi_cornescu
    The document outlines the roles and responsibilities in incident management. The incident manager is responsible for driving efficiency and effectiveness of incident management, producing reports and KPIs, monitoring effectiveness, and ensuring all IT teams follow the process. The service desk is the first point of contact for users and coordinates with other teams. Second line support has more time for diagnosis and resolution than the service desk. Third line support includes teams for networks, applications, servers, and more, which can be internal or external groups.

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    ITIL - IM Roles and Responsibilities PDF

    Uploaded by

    roxi_cornescu
    909 views2 pages
    The document outlines the roles and responsibilities in incident management. The incident manager is responsible for driving efficiency and effectiveness of incident management, producing reports and KPIs, monitoring effectiveness, and ensuring all IT teams follow the process. The service desk is the first point of contact for users and coordinates with other teams. Second line support has more time for diagnosis and resolution than the service desk. Third line support includes teams for networks, applications, servers, and more, which can be internal or external groups.

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    ITIL_IM Roles and Responsibilities PDF

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    ITIL_IM Roles and Responsibilities PDF

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    The document outlines the roles and responsibilities in incident management. The incident manager is responsible for driving efficiency and effectiveness of incident management, producing reports and KPIs, monitoring effectiveness, and ensuring all IT teams follow the process. The service desk is the first point of contact for users and coordinates with other teams. Second line support has more time for diagnosis and resolution than the service desk. Third line support includes teams for networks, applications, servers, and more, which can be internal or external groups.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    909 views2 pages

    ITIL - IM Roles and Responsibilities PDF

    Uploaded by

    roxi_cornescu
    The document outlines the roles and responsibilities in incident management. The incident manager is responsible for driving efficiency and effectiveness of incident management, producing reports and KPIs, monitoring effectiveness, and ensuring all IT teams follow the process. The service desk is the first point of contact for users and coordinates with other teams. Second line support has more time for diagnosis and resolution than the service desk. Third line support includes teams for networks, applications, servers, and more, which can be internal or external groups.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    ITIL Incident management: roles and

    responsibilities
    Incident management roles and responsibilities
    The following roles are needed for the incident management process.

    Incident Manager
    An Incident Manager has responsibility for:

    Driving the efficiency and effectiveness of the incident management process

    Producing management information, including KPIs and reports

    Monitoring the effectiveness of incident management and making recommendations for improvement

    Developing and maintaining the incident management system

    Driving, developing, managing and maintaining the major incident process and associated procedures

    Reviewing and auditing the process

    Ensuring that all IT teams follow the incident management process for every incident

    In many organisations, the role of the Incident Manager is assigned to the Service Desk Manager. In larger
    organisations with high volumes, a separate role may be necessary. In either case, it is important that incidents
    are moved effectively through first, second and third line, as appropriate. It must be understood that incident
    management is a cross IT organisation process and NOT a service desk process.

    First line/service desk


    The service desk is the single point of contact for users when there is a service disruption, for service requests, and for
    some categories of request for change. The service desk provides a point of communication with the users and a point
    of coordination for several IT groups and processes. To enable the service desk to perform these actions effectively, it
    is usually separate from the other service operation functions. In some cases, e.g. where detailed technical support is
    offered to users on the first call, it may be necessary for technical or application management staff to be on the service
    desk.

    Second line/desk side support


    Many organisations will choose to have a second line support group, made up of staff with a different skill set to the
    staff on the service desk, and with additional time to devote to incident diagnosis and resolution, which cannot be
    achieved at the service desk. They are also able to visit the user if a desk visit is required.
    Where a second line group exists, there are often advantages to locating this group close to the service desk (to aid
    with communications and to ease movement of staff between the groups, both of which may be helpful for training/
    awareness and during busy periods or staff shortages).

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    Third line/fourth line


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

    Network support

    Voice support

    Server support

    Desktop support

    Application management it is 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, as well as support, and it is, therefore important that resources are
    prioritised so that support is given adequate prominence

    Database support

    Hardware maintenance engineers

    Environment equipment maintainers/suppliers

    Note
    Depending upon where an organisation decides to source its support services from, any of the above groups could
    be internal or external groups. If there is internal support this become third line and then when these are passed to
    external suppliers, the supplier becomes fourth line support.

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