Role: Incident Manager
The Incident Manager is responsible for the quality and integrity of the Incident Management process. He/she is the interface to the other process managers.
Synonyms: Service Desk Manager
Extends: Process Manager
Role Sets: Incident Management Roles
Relationships

Assess Process ExecutionAssess Process FrameworkAssign Process Responsibilities to OrganizationsAudit ProcessCollect FeedbackCommunicate and Deploy FrameworkCommunicate to StakeholdersComplete EvaluationCreate Project ProposalsDefine Measurements and ControlsDetermine Process Data RequirementsDetermine Process ProceduresDetermine Process Relationships to Other ProcessesIdentify Process Roles and ResponsibilitiesIdentify Records of InterestNotify Concerning ActionProduce Process MeasurementsRecommend InitiativesRecord and Perform ActionResearch Trends and Best PracticesReview Existing DocumentationReview ProgressScan Status of IncidentsIncident InformationIncident Management EvaluationIncident ModelsIncident_Manager
Additionally Performs
Modifies
Main Description

Responsibilities

  • Ensuring post-review of priority 1 incidents
  • Chairing the incident and problem review meetings
  • Following defined escalation path when needed, as defined in the escalation policy
  • Notifying the participants in the Incident Management process when standards and procedures are not being followed
  • Rerouting misdirected incidents that have not been handled in a timely manner
  • Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
  • Identifying incidents which need special attention or escalation
  • Managing major incidents
  • Carries out the Process Manager responsibilities for the Incident Management process
Staffing
SynonymsService Desk Manager
Key Considerations
See the Process Administrator and Process Owner roles.

©Copyright IBM Corp. 2005, 2008. All Rights Reserved.