Primary Scope: To ensure operational staff understand their role within Major Incidents P1 and P2
Secondary Scope: To ensure effective management and communications of Major incidents
Trigger events: A ticket or call being raised or escalated to the Service Desk.
Service Desk:
The Service Desk staff are responsible for the effective communication of an incident to the business. They are also the point of escalation and they assign an incident manager in the event of a major incident. Whilst the incident manager is a role and can be undertaken by the anyone within the service desk, as needed, it will generally be assigned to senior manager, ie the Service Desk manager or Head of IT Operations see escalations.
See the Incident Communications process