High Priority Incidents: Who does what??

[vanroygm]

We are currently going through a project to determine roles and responsibilities when our Service Desk creates a high priority incident. These types of events are, the system is down, slow, or an app function is hosed. Things we seem to struggle with currently are who is going to take notes during the event, and who is going to update our service management tool with the information during the incident.

I am wondering what some of you do during a high priority incident?
If you have bridge calls do you have someone take notes of everything that occurs? Do you enter those notes directly into your service management tools or take them else ware and enter them later?

Any examples of what you do would be greatly appreciated

[Gaulty]

The way the last 2 service desks have operated that I have worked on are:

A designated Incident manager will monitor any prioity incidents.
They will create a High priority parent ticket to which calls relating to the incident can be attached and inform the desk, service manager, customer etc.
They will monitor the SLA and highlight when it has breached for example 25%, 50% of it's time etc and keep in contact with the reslover team.
Problem Management will also be informed and they will decide if a problem ticket needs to be raised.
Once the incident is resolved, the incident manager will close the priority ticket and inform all relevant parties.
Problem Management may then raise a Major Incident review if they deem it necessary to find a root cause and put in place changes to stop this type of incident happenning again.
All details, contacts etc are recorded in the Parent High riority ticket by the incident manager for tracibility and to cover their ass

hope this helps a bit.

[vanroygm]

Thanks for the feedback
This has been a very interesting project so far