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Incident Management Process (draft)


Establish who are the affected users and stakeholders

  • A starting input for this list can be the list of stakeholders here: Service Catalogue


Communicate information about the incident to the affected users and stakeholders

  • Do this before taking any other action


The relevant team members should look into the issue

  • First priority is to restore service


Create an Incident Report

  • Start with one of the previous Incident Reports as a template: Incidents
  • Save the new Incident Report here as a new child page
  • Basic information:
    • Timeline (how/when it was identified, when service was restored, etc)
    • Other information
    • Optional future mitigations
  • If it's taking a long time to resolve the issue we must update the users every 3-4 hours, Linda Ness can probably help/advise with this.