Incident Management Process for SSC Onyx

Overview

Delivery method

Self-Paced/Online

Duration

30 minutes

Audience

All SSC employees at all levels

Description

This course provides an end-to-end overview of Incident Management at SSC and is designed for individuals who perform or support activities within the Incident Management lifecycle using SSC Onyx. Learners will learn how Incident Management supports SSC's IT Service Management (ITSM) strategy and aligns with the Information Technology Infrastructure Library (ITIL) practices. The course focuses on restoring service as quickly as possible while minimizing business impacts.

Learners will examine how incidents are managed from ticket creation through service restoration and ticket closures, including how incidents are prioritized using the SSC ITSM Priority Matrix. The course clarifies key roles and responsibilities, communication and escalation practices, and introduces SSC resources to support consistent and effective incident handling.

Learning Objectives

Upon completion of this course, participants will be able to:

• Explain how the Incident Management process supports SSC's ITSM strategy and ITIL practices.
• Identify Incident Management roles and apply their responsibilities across the incident lifecycle.
• Apply the Incident Management lifecycle to manage an incident from ticket creation through resolution and closure.
• Assess and manage incidents using ITSM data (such as priority and impact information) to guide response, escalation, and resolution.
• Communicate incident status, identify appropriate contact points, and access SSC Onyx resources to support effective incident resolution.