CSE3501 Study Guide - Final Guide: Information Technology Management, Stakeholder Management, Uptodate
21 Dec 2022
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Document Summary
Major incidents will require the focus and efforts of many individuals within your it. Detailed here are the roles involved and an overview of their remit when a major incident occurs. Every operation is different and this is to be used as a framework, not necessarily verbatim. The service desk is the main point of contact for affected end users during service outages or degradation. Contact with the service desk is in the form of requests and reporting of incidents. The service desk is usually the first team to be made aware of a potential or actual it major incident. During major incidents it should provide updates to the end users by way of announcements (recorded messages on the phone systems). It should also update the end user portals/ intranets with the latest information; log any related incidents and advise users of resolution times and workarounds that have been implemented.
