Role: Incident Queue Manager
The incident queue manager co-ordinates the work of incident analysts and incident agents, who perform activities within the different process steps.
Extends: Queue Manager
Role Sets: Incident Management Roles
Relationships

Incident InformationIncident_Queue_Manager
Main Description

Responsibilities

  • Monitors the assigned queue of incidents
  • Manages resource allocation
  • Assigns and reassigns incidents in the queue
Key Considerations
This role is optional; within small organizations there is no need to use a queue manager. This role may handle some of the responsibilities of the Incident Manager regarding the management of the set of active incidents.

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