The term Incident Manager is also used to mean any manager within the IT Service Provider. Performs review of service provided measuring customer satisfaction, field coding, accuracy of assignment groups, etc.Ī manager who is responsible for managing the end-to-end Lifecycle of one or more IT Services. The Process Manager’s responsibilities include planning and coordination of all activities required to carrying out, monitoring and reporting on the Process. Responsible for Operational management of a Process. The Process Owner’s responsibilities include sponsorship, Design, Change Management and continual improvement of the process and its metric. This document also describes the logical arrangements of steps that are essential to successfully completing the process and achieving its desirable outcome.įor this document, roles such as User, Customer, Incident Manager, First Level Support, Second Level Support, and Service Support Provider are provided to describe a set of responsibilities for performing a set of related activities.Īccountable for ensuring that a Process is Fit for Purpose. It provides an operational definition of the major components of the process and how to perform each step in the process. This document describes the formal process for implementing the requirements of the Incident Management Process. Tailoring of this process in order to meet the individual needs of each project is covered in the Tailoring Guidelines section of this document. The Process Description (PD) is a documented expression of a set of activities performed to achieve a given purpose. This description specifies in a complete, precise, and verifiable manner, the requirements, design, and behavior characteristics of the Incident Management Process. This Incident Management Process description describes what happens within the Incident Management Process and provides an operational definition of the major components of the process. It also describes the logical arrangements of steps that are essential to successfully completing the process and achieving its desirable outcome. Program Goals - The objective of IRM 2.148.2 is to provide an operational definition of the major components of the process and how to perform each step in the process. Primary Stakeholders - The primary stakeholders are UNS, Enterprise Operations (EOps), ACIO Strategy & Planning (S&P), Application Development (AD), Cybersecurity, and Enterprise Services (ES). Program Owner - UNS is the program owner for Incident Management. Policy Owner - The policy owner is the User and Network Services (UNS), ACIO, who is responsible for oversight of Incident Management. Purpose - This IRM describes the formal process for implementing the requirements of the Incident Management Process.Īudience - The primary users of IRM 2.148.2 are all organizations within the IRS requesting IT support through the Information Technology Service Desk (ITSD). Overview - IRM 2.148.2 describes the formal process for managing the Incident Management process.
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