The objective is to enable service to be restored as quickly as possible, while minimizing the impact on business and users, and meeting agreed service commitments

The scope is from the detection to the resolution validation of an incident

Main Activities 

• Detect, record and classify incident: The impact and urgency assessment enables to determine its priority. The creation of a Major Incident Unit can be necessary
• Investigate and diagnose incident: This phase enables the analysis of the incident to diagnose its origin.
• Resolve incident: Check that the incident is
• Communicate to end-user

Main actors

Help Desk, Excellence Lead Team, Service Owners, Delivery Managers, Technical Experts