Objective 
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The goal is to
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minimize the negative impact of incidents by restoring normal service operation as quickly as possible
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Scope
It covers the entire incident lifecycle—from detection to resolution validation—engaging all relevant stakeholders, including users, suppliers, IT, and GBS.
Main activities 
workflow graphic
Main roles & responsibilities 
- Help Desk – First point of contact, initial triage & logging.
- Excellence Lead Team – Oversees service performance & best practices.
- Service Owners – Accountable for resolution and continuous improvement.
- Delivery Managers – Coordinate resolution efforts with teams.
- Technical Experts – Diagnose & implement technical solutions.
Special attention must be given in the case of a major incident, as it requires the launch of a dedicated war room and mandatory communication to end-users
Main Actors
Useful contacts 
Excellence Lead: Matthias Sielaff - matthias.sielaff@syensqo.com
Incident
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Incident Owner: Coralie Chaudier
process Leader : To be completed by the new team
Need more info 
Detailed process
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