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Incident Management Process - Vanderbilt IT

Confidential to Vanderbilt University Incident Management Process 1 Incident Management Process Vanderbilt University October 2018 Confidential to Vanderbilt University Incident Management Process 2 CONTENTS Version History .. 3 introduction .. 4 Goals, Objectives & Scope .. 5 goals .. 5 Objectives .. 5 Scope .. 6 Process 7 Incident & Request Process .. 7 Roles & ResponsibIlities .. 10 Incident Roles & responsibiLities .. 10 Requester/Customer .. 10 First Line / Service Desk .. 10 Second / Third Line .. 11 Incident Manager .. 11 Policies .. 12 Major Incidents .. 14 Categorizing Incidents .. 15 Incident Status .. 16 Notification Triggers .. 17 Priorities & Service Level 18 Impact, Urgency and Priority .. 18 Service Level Objectives .. 19 Hierarchical Escalations .. 19 Key Performance Indicators .. 21 Confidential to Vanderbilt University Incident Management Process 3 VERSION HISTORY Date Who Comments 2/1/17 Reg Lo & Valerie Arraj First draft 2/22/17 George Anglin Combine comments & revisions 6/13/2017 George Anglin Added Break/Fix information, minor updates and clarifications throughout 10/16/2018 George Anglin Minor corrections and updates Confidential to Vanderbilt University Incident Management Process 4 introduction This document describes Incident Management Process for Vanderbilt University IT (VUIT).

Incident Management Process 4 INTRODUCTION This document describes Incident Management process for Vanderbilt University IT (VUIT). It is based on the Information Technology Infrastructure Library® (ITIL) and adapted to …

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