Incident Manager Role


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Welcome to the Incident Management - Manager learning. Click each sequential tab below to find key learnings and information.

 

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        Introduction        ::

Incident Manager Role in ITSO

Primary goal of Incident Manager is executing the role in a repeatable fashion with high-quality to make it easier for partners to work with them. There are few changes in the implementation of the Incident Manager role responsibilities into the core expectations of the Front Line Manager (FLM) and the Team Lead (TL). The role of FLM and/or TL are the first to experience the full service transformation.

 

Objectives  &  Responsibilities

Objectives Responsibilities
The Incident Manager Role provides:


  • a consistent execution of the Incident Management processes to improve opportunities for effective BKM sharing across teams.

  • an increase in Level 1 knowledge thereby allowing more incidents to be resolved at that level.

  • support for the IT rotation program making consistent/repeatable roles across various service desks and support organizations.
 Incident Managers and all IT Alert Administrators (including Team Leads and Front Line Managers):

  • Update the IT Alert Tool for major incidents that are new, existing, or resolved.

  • Provide pass down information to the next shift incident manager.

  • Gather information on existing alerts to ensure content is current.

 

Additional Resources

Click  IT Alert Tool EAM  to request IT Alert Tool access.

Additional resources you can use to access alert information include:

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          Team Lead          ::

Responsibilities

Below are the core responsibilities of the Team Lead who supports the Incident Manager role requirements.

  1. Monitor service agent queues "real time" & ongoing to address unassigned tickets.
    • Use  Service-Now  reporting to execute "real time" monitoring reports. Ops Services provides you report templates.
    • Review the Aging Ticket Reports and Log-in/Log-out Reports for performance measurements. Ops Services provides you report templates.
    • Actively watch queues and track SLA/OLA Reports continuously through the day to ensure response times are met.

  2. Monitor SLA/OLA Reports for performance quality. Resolve discrepancies with effective Incident Specialist coaching or training.
    • Use  Service-Now  reporting to execute "real time" monitoring reports. Ops Services provides you report templates.
    • Provide appropriate coaching with Service Level Agents on resolving incidents and SLA/OLA time.
    • Provide appropriate coaching with Service Level Agents on Incident Management processes, adherence, and proper escalation procedures.

  3. Manage (determine) when a suspected Major Incident (MI) needs to be escalated to the Escalation Manager.

    Step Action
    1 You are notified by an agent that a major incident may have occurred.
    2 You contact the Escalation Manager. The Escalation Manager is the decision-maker to declare a major incident.
    3 You call the ITERP HOTLINE:  916-356-8910 if the Escalation Manager is not available.
    4 If you and the Escalation Manager do not reach an agreement on the Major Incident, you call ITERP HOTLINE for validation (no penalty for calling).

  4. Participate in Incident Manager forums, meetings, and Community of Practice (CoP) sharing to address resolving process issues.
    • Attend the Incident Management Process Improvement meetings:  5pm PST Wednesday evenings  or  7am PST Thursday mornings, scheduled every two weeks. You only need to attend one session when scheduled.
    • Ensure meeting coverage by Team Leads (primary) or Front Line Managers (secondary). Collaborate to resolve issues and bring forward in meetings as needed.
    • Execute your role as Incident Manager to bring forward process compliance issues. Meeting attendance is needed for role execution participation.

  5. Manage (own) the Incidents review process for incidents not resolved using standard Incident Management processes.
    • Discover why an incident(s) is not resolved within agreed time frames to prepare for the team huddle.
    • Determine:
          - did the Service Level Agent have a tool problem?
          - was there confusion or misunderstanding regarding the escalation process?
          - were standard operating procedures being followed?
    • Own accountability and responsibility to know Why an incident's SLA/OLA is not met. Provide information to Service Desk Managers (or reps) for team huddle preparation.

 

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     Front Line Manager     ::

Responsibilities

Below are the core responsibilities of the Front Line Manager who supports the Incident Manager role requirements.

  1. Participate in Incident Manager forums, meetings, and Community of Practice (CoP) sharing to address resolving process issues.
    • Attend the Incident Management Process Improvement meetings:  5pm PST Wednesday evenings  or  7am PST Thursday mornings, scheduled every two weeks. You only need to attend one session when scheduled.
    • Ensure meeting coverage by Team Leads (primary) or Front Line Managers (secondary). Collaborate to resolve issues and bring forward in meetings as needed.
    • Execute your role as Incident Manager to bring forward process compliance issues. Meeting attendance is needed for role execution participation.

  2. Manage the Incident support staff work and processes.
    • Execute to the general guidelines and people management expectations required for the FLM role.
    • Ensure all queues and teams are staffed with the required agents to enable SLAs are met per goal targets.
    • Ensure the Team Lead Incident Manager responsibilities are met for all hours that the HUB is open for business.
    • Provide consistent and regular availability to the floor for Incident Management process assistance.

  3. Direct support staff performance of Incident Management processes. Create and execute action plans for continuous improvement.
    • Demonstrate the Incident Management processes (refer to:   Incident Management   learning).
    • Know, use, and recognize what affects Incident Management process indicators such as MTTR, Resolution Rate, Made Commit).
    • Hold Service Level Agents accountable for the quality of service tickets and Standard Operating Procedure adherence.
    • Continually assess ways to improve process execution and bring suggestions to the Incident Management Process Improvement meetings.

  4. Log the Incident Manager 'On Duty' (IMOD) name each day in the TAC Playbook: Incident Manager on Duty Tracking Portal.
    • Access the  TAC Playbook  and select:  Managing the Frontline:  >  Incident Manager on Duty  >  Incident Mgr on Duty Tracking Portal.
    • Enter the IMOD name in the Incident Mgr on Duty Tracking Portal.
    • Review the tracking portal instructions and use guidelines as needed.
      • Note:  The IMOD name listed in the log is 100% accountable for all Incident Manager expectations during the period their name is listed in the Tracking Portal.
      • Note:  The IMOD is required to manage the Manager on Duty phone, and maintain ownership of the phone during their logged coverage times.

  5. Track and manage Incident Specialist agents complete all required training within recommended timeframes.
    • Know what training is required by agents and where to find it.
    • Understand the timeframe when training is needed and should be completed.
    • Gather information on existing alerts to ensure content is current.

  6. Complete the same process and tool training as agents to provide effective and informed coaching.
    • Understand and recognize process requirements. Know use needs for agent tools, e.g., Service-Now, IPRO, IMCT, TQA, etc.
    • Comprehend and empathize with agent concerns and challenges.
    • Provide timely and effective coaching on process & tool issues. Coaching should enhance agent performance and work experience.

 

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          IT Alert Tool          ::

IT Alert Tool:   Process Flow

The IT Alert Tool supports multiple process steps ensuring timely notifications and efficient response. When viewing the process flow, note that Service Degradations are posted immediately while the Major Incident confirmation detail is posted within 1 hour of the Service Level Agreement (SLA) time to post/send communication. The IT Alert Admin owns monitoring timing and flow actions per SLA.

 

Click on  {modal href="images/ETD_Image_Folder/Incident_Manager_Role/IT Alert Process flow2.jpg" rel="{handler:'iframe',size:{x:790,y:610}}"}IT Alert Tool: Process Flow{/modal}  to display an image of the process flow.

 

Key Features

The  IT Alert Tool  provides several features to fully utilize the tool. Click each item below to learn more.

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Features Tool Image
  1. It is connected to Common Directory Information System (CDIS).
  2. You can subscribe to RSS Feed.
  3. You can use desktop Win7 gadget.
  4. TABs will show Open & Closed Alerts.
  5. All alerts are sorted by priority.
  6. Expected Resolve Time will be added if known.
  7. Action required is displayed.
  8. Click 'View' under 'Details' column brings you to 'Alert Specification' page.
  9. Display home site and local time zone.

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Features Tool Image
  1. Impact to other business will be listed if known.
  2. All sites impacted will be listed.
  3. Action required detail will display in red.
  4. IT specific data is located at the bottom of the screen.

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Features Tool Image
  1. Administrator restricted.
  2. Alert names are top issues listed.
  3. Alert detail and Action required allow copy/paste
  4. Field have drop downs for easy/quick postings.


Note: All ITERPs are prioritize as "High"

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Actions

The IT Alert Tool Admin must first understand what is a Scorecard Matrix, and that it is essential to determine if customer communication is required. Use the "Impact Criteria" to determine if communication is required. This also tells you the level of severity to categorize the issue.


  • Critical or High Impact Communications - Post to the IT Alert Tool and contact tac.intel.com via author center and the phone menu. If this is an IT Emergency Response Process (ITERP), always post the Major Incident (MI) as either "High" or "Critical."   {showhide title="See example: Critical/High Scorecard Matrix" changetitle="Hide Scorecard Matrix"}

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  • Medium and Low Impact Communications - ONLY post to the IT Alert Tool. Occasionally an email can be sent to a targeted audience if known. Be sure to update the alert information based on the severity level. This ensure the customer has the latest information.   {showhide title="See example: Medium/Low Scorecard Matrix" changetitle="Hide Scorecard Matrix"}

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Click the following actions for further information how to interact with the IT Alerts Tool.

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Use the following 3 post approach to submit a Major Incident (MI):

1. Awareness Post (IMCT)

Timing: As soon as an outage or service degradation is suspected.

Steps Action
1 Select Alert name: If it does not appear, choose "other" and add the name.
2 Update detail: If there is not any detail available, make sure to note the high level issues and when the next update will be provided. This should be done within the first hour.
3 Change the "priority", "planned" and "status" options according to the issue.
4 If you know when the issue expected to be resolved, update the date and time.
5 Select impacted region and sites.
6 Save the alert.

 

2. Detail Post (IMCT/IT Service Catalog)

Timing: Within 1 hour of the initial post, detail about the issue should be provided.

Steps Action
1 Add any new information if it is available or has changed. This includes impact, expected resolutions, regions and sites.
2

If it is...

  • High Priority = Update every hour.
  • Medium Priority = Update daily.
  • Low Priority = Update weekly.
3 Save the Alert.

 

3. Resolution Post (IMCT)

Timing: As soon as the issue is resolved.

Steps Action
1 Select "closed" in the status field and update the resolution.
2 Save the Alert.

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To edit the alert, click the 'Switch to Edit Mode'. Remember to save the changes you've made.{/showhide}

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From the "view to edit" change the status to Closed and Type in the box the resolution if known. If not known, just type "resolved".{/showhide}

 

Additional Tools to Stay Connected   {showhide title="See More ..." changetitle="Hide ..."}

  • IT Service Catalog - A list of IT Services, Service Owner, Porffolio and Segment Information are available in the catalog. Click here for more info.
  • Incident Management Communication Tool (IMCT) - Agent to Agent
  • IT Alerts Tool
  • IT Major Incident Communication Tool (aka IT MI Comm Tool)

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DOs and DON'Ts Reminders   {showhide title="See More ..." changetitle="Hide ..."}

When posting in the IT Alert Tool, note the following important DOs and DON'Ts.

  • Post as soon as a trigger indicates and state the impact
  • Keep it brief but enough detail to understand the issue
  • Use the tools you have available
  • User proper grammar and sentences structure
  • Provide hyperlinks and action required if known
  • Consider the audience it is not intended for IT
  • Lead with the campus if it is not affecting the entire site
  • Don't use acronyms; spell it out
  • Don't use technical language and IT Jargon
  • Don't place blame or point finger for accountability, we are all IT
  • Don't forget to update or close the issue when it is resolved

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  ||  Completion  ||  ::

When you have completed the learning in this content, click the below  Track Completion  button.

This allows the IT Service Management team to know that you have completed this learning and are prepared for relevant next steps.

 


Click  Track Completion  when you are finished.

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