ITSM Process Description

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ITSM Process Description - Incident Management 1 ITSM Process Description Office of Information Technology Incident Management ITSM Process Description - Incident Management 2 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management Scope General Process Scope Deployment Scope 4. Benefits Benefits To The IT Service Providers Benefits To The Users 5. Key Terms & Definitions 6. Roles & Responsibilities Incident Management Process Owner Incident Management Process Manager Tier 1 Technician Tier 2 Incident Coordinator Tier 2 Incident Technician User Incident Management High Level Process Flow Incident Management High Level Process descriptions Incident Management Tier 1 Process Flow Incident Management Tier 1 Process Activity Descriptio

ITSM Process Description- Incident Management 3 1. Introduction The purpose of this document is to provide a general overview of the Office of Information Technology (OIT) Incident Management Process. It includes Incident Management goals, objectives, scope, benefits,

  Descriptions