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Next: Focus on consistent and best practiceshttp://huit.harvard.edu/incident-management-best-practices❖ Managers and teams can help by:
• Reviewing their group’s tickets and reports• Communicating feedback to Queue Managers• Sending opportunities for improvement to ITSM for After Action Reviews
Service Owner ITSM ICAPS Windows Unix DBA Network Storage Operations
Strategic direction A C C C C C C C CChange Mangement A R R R R R R R R
Incident mgmt A R R R R R R R R
Major Incident A R R R R R R R R
Problem mgmt A R R R R R R R RStrategic Communication A R R C C C R/C C CMI communications A R R C C C R/C C CChg M communications A R R C C C R/C C C
Chapter Name Slide 15
R = responsible – doers / executionA = accountable – only one person can be accountableC = consulted – two-way communicationI = informed – one-way communication