Incident Management Process for SSC Onyx

Overview

Delivery method

Self-Paced/Online

Duration

30 minutes

Audience

All public servants at all levels

Description

The purpose of Incident Management is to establish and oversee the lifecycle process for all IT incidents.

The incident management process ensures that normal service operation is restored as quickly as possible, and the business impact of an incident is minimized.

Learning Objectives

Upon completion of this course, you will understand the process for:

• Coordination of the resolution of high and critical priority incidents, excluding cyber and IT security incidents
• Production and dissemination of timely and on-going Real-time notifications and ticket updates to all impacted stakeholders of high and critical incidents or risks
• Publishing a Critical Incident Summary (CIS) report following the resolution of all Critical priority incidents.
• Maintaining Incident Management reports and dashboards
• Maintaining the Critical Business Application and Services (CBAS) list, the Designated Sites (DS) list and the Real Time Contact List (RTCL)