Incident Management user goals and features
The following table outlines the common Incident Management user goals (especially those related to solving business problems) and how product features address these goals:
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| - Register incident requests
- Assign the incident requests that they cannot resolve to the most appropriate group for resolution
- Update incident requests with relevant information and status changes
- Escalate incident requests, for which resolutions can be implemented only through the change management process, to the owner of the affected service
- Resolve and close registered incident requests
- Validate incident request resolutions with users
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Group coordinators and on-duty managers | - Monitor incidents and assign open incidents
- Facilitate the resolution of escalated incidents in accordance with the escalation policy
- Review reports
- Ensure that incidents requiring root cause analysis are copied into Problem Management
- Review the solution proposed by the specialist and approve the solution
- Manage scripts, templates, and decision trees
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Problem Management user goals and features
The following table outlines the common Problem Management user goals (especially those related to solving business problems) and how product features address these goals:
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| - Perform the incident request review
- Create the problem investigation
- Perform the root cause analysis
- Perform the analysis review
- Close the problem investigation
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| - Establish the root causes of identified problems
- Propose structural solutions for problems and implement them
- Update the problem investigation with relevant information and status changes
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