StepChange Debt Charity

Primary Scope: To ensure Operations staff understand how to send incident communications effectively. 

Secondary Scope: To ensure effective communications of incidents to the business.

Trigger events: A P1 or P2 incident being raised by telephone or escalated to the Service Desk. 

The primary major incident communications method is email. It is important to send this to our interested parties within the business, those whom are affected by the incident. The Service Catalogue contains all of the details for our services and distribution lists; however, the second table below contains has a quick reference D-LIST. The email template you need to send  is attached, as a file at the bottom. 

You must send the email as from service desk. (ensure that you have rights to do so) and not your own email address. 

The table below contains the fields which you will need to populate in the email template. Remember your audience, they are not technically minded, limit technical detail as much as you can and aim for simple and understandable language to explain the issue.

If you have to place the telephone system in to emergency mode, follow these instructions in the link here.