Objective 
Our The goal is to ensure rapid incident resolution with minimal business disruption while adhering to agreed service commitments. minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Scope 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 Manager: Virginie Calmettes
Incident Owner: Coralie Chaudier
process Leader : To be completed by the new team
Need more info 
Detailed process
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