Incident Management Procedure

Implement solution

Known solution available?

Develop the solution

N

Event Occour

Assign priority

Send communication to stakeholders

Overlapping parts of Incident Management

Priority 1?

Service Owner/Service Desk/Resolve team

Plan a schedule to troubleshooting online meeting(Match the SLA) 

Priority1/2?

Record and close case

Incident Identified

Confirm restoration fo service

Incident Manager

Resolve the incident

Confirm result

Close incident ticket

Supplier included Incident Management Procedure

Assign the ticket to appropriate resolver team

Assess and validate the incident

7 days

Notify AZ Buiness Owner

Other suppliers (e.g. C)

XX Incident Management Procedure

Assign solution to appropriate team

Further Treatment

XX

Done

YG troubleshooting Procedure

Initiate Bridge Call

Raise a Incident Ticket

Analyze incident

Y

Contact inicident manager

Inform maintaince 

Inform YG engineer

Trouble shooting

Reclassify priority and inform business manager

YG

Clarify and confirm business impact