Incident Management user roles
BMC Service Management Process Model defines the following end user roles for the Incident Management module of the Remedy Service Desk application.
For the incident management process, the BMC Service Management Process Model defines the following support staff roles.
Service Desk Analysts are usually first-line support staff. A Service desk analyst's responsibilities include:
- Providing the interface between the service owner organization and its customers
- Obtaining accurate and complete information from the user when creating the incident request, and doing so efficiently and accurately
- Resolving as many of their registered incident requests as possible within the limitations of their access rights and their time constraints
- Ensuring that the incident requests that they have registered, but which they are unable to resolve, are assigned to the most appropriate group for resolution
- Validating incident request resolutions with their users
Specialists are usually second-line and third-line support staff. They are considered subject matter experts. Their main responsibility is to provide an accurate analysis and a diagnosis of their assigned incident requests to restore service to the affected users. A specialist's responsibilities include:
- Resolving incident requests
- Updating incident requests with relevant information and status changes
- Escalating incident requests, for which resolutions can be implemented only through the change management process, to the owner of the affected service
For the incident management process, the BMC Service Management Process Model defines the following management roles.
Group coordinators are responsible for the quality and integrity of the incident management processes and for the work of their support group members. They coordinate the assignment of incident requests to support staff. The group coordinator's other responsibilities include:
- Monitoring incidents
- Monitoring open incidents requiring assignment
- Managing the assignment of incidents to their appropriate support groups for resolution
- Receiving notifications of incident assignments and escalations
- Facilitating the resolution of escalated incidents in accordance with the escalation policy
- Ensuring the resolution of incidents within the support group's service targets
- Ensuring the overall completeness and accuracy of closed incidents
- Reviewing reports
- Ensuring that incidents requiring root cause analysis are copied into Problem Management
- Managing support group membership
- Managing scripts, templates, and decision trees
On-Duty managers take over the responsibility from service owners when the owner is not available to perform the incident escalation handling procedure. In these situations, the on-duty manager decides whether an escalated incident must be resolved by implementing an emergency change, by recovering the affected service at its continuity site, or by continuing the resolution of the incident within the incident management process.
Service owners create and assign incident requests. They also decide whether an escalated incident needs to be resolved by implementing an emergency change, by recovering the affected service at its continuity site, or by continuing the resolution of the incident within the incident management process.
A user is usually an employee who needs assistance from the IT support staff to resolve an incident or implement a change. Anyone in your organization can be a user.
The incident user's responsibilities include:
- Requesting support when necessary and providing the required information to help resolve the incident requests. They submit requests by filling out the Request form, or by contacting the service desk by email or telephone.
- Verifying the solution provided by the service owner organization and reopening the incident request if the solution is not acceptable
Users of the Requester Console are usually employees who need assistance from the IT support staff. The user or requester is typically an employee in the organization who must have a change implemented or an incident resolved. But any member of your organization can be a requester. However, the user might not be an employee. Non-employees can also be requesters, since non-registered users can also submit service requests. Traditionally, after a requester made a telephone call to a central help desk, a support staff member logged the request.
Remedy Service Desk: Incident Management and Remedy Change Management provide user self-provisioning. Using the Requester Console, requesters can submit, track, and (in some cases) resolve their own requests, and, as a result, improve the overall efficiency.
Remedy Change Management and Remedy Service Desk: Incident Management are preconfigured to work with the Requester Console. However, an organization can set an option to make the Requester Console unavailable. The Requester Console is the primary interface for requesters to define and view their requests. From the Requester Console, you can define a request that is submitted to Remedy Change Management or Remedy Service Desk: Incident Management. You can also view requests and respond to a survey after the request has been resolved.