FAQ IM

A prioritization matrix, built with the Global IT support and the DMs is used. It's available on the wiki on the dedicated incident page , in the Process Document Design (PDD) page 13. 
The P1 and P2 will be considered as Major incident. 
Each major incident needs to be validated by the SOs/DMs (according the availability)
This prioritization matrix is a first version and would evolve according to the maturity of the process

No, not all notes are visible to the user , only the notes entered at the parent Work Order, Incident, or Request level; notes added on Tasks remain internal and are not exposed to the user. Additionally, the note has to be marked as Public to be visible to the end user

No formal list of incident managers exists. The Help Desk (ComputaCenter) is responsible for managing incidents.
You can find more information on roles and responsibilities in the Process Design Document (PDD), page 18