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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.

An Incident is an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a Configuration Item that has not yet impacted an IT service. The purpose of Incident Management is to restore normal service operation as quickly as possible and

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Vanderbilt University IT Service Management Program

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Vanderbilt University IT Service Management Program IT Knowledge Management Strategy Document Created: May 7 2012 Document Revised: September 14, 2012 Document Author: Cheryl Graves, Vanderbilt University Medical Center Document Title / Version: Knowledge Management Strategy / 1.3 . ... Vanderbilt University Vanderbilt Confidential ©

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