An Incident is any technical event which disrupts, or which could disrupt, a service, including those reported directly by users, reported and/or logged by technical staff, detected by Event Management, or reported and/or logged by a vendor. Assume all phone calls start as an Incident until the lack of a technical issue has been identified.
Identification
Incidents may be identified by many sources: Users, Service Providers, monitoring of key IT services and Service components. Ideally, incidents should be identified and resolved before they have an impact on users.
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As soon as it becomes clear that the initial ticket owner is unable to resolve the incident, it must be escalated to the appropriate second-level support team. For incidents that have been received via a phone call, calls should be warm-transferred to the appropriate second-level support and the ticket then assigned to the corresponding team. Contact information can be found here.
- Escalation to other tiers reflects expectations documented in the KB or internal documents, i.e. it doesn’t appear CSC staff is guessing where the case should go, resulting in a significant number of reassignments.
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Communications with the customer requires the Send Email To check box on the Assignees and Notifications tab to send a message to the customer and should be checked, as appropriate.
If a ticket is returned to the CSC simply for resolution, or to avoid direct communication with the customer, it should be returned to the ticket owner with the following message in the Tech Notes:
Per the Director of IT Service Management, this ticket is being returned to the owner for follow up with the customer, further escalation, or resolution. The ticket owner should ensure that details of the actions taken to resolve the issue are concise and readable, classification is complete and accurate according to root cause, and the resolution is agreed upon with the customer.