Responsibilities for incident alerts

There are two types of responsibilities available for use with incident alerts:

  • Default Responsibilities: contacts who are notified by default.
  • Other Responsibilities: contacts who can be selected for notification.

Use contact definitions to view and modify the rules that determine the specific users associated with contact responsibilities.

Default Responsibilities

By default, contacts with the following responsibilities are notified when an incident alert is created:
  • Duty Manager
  • Incident Manager
  • Duty Director

These roles are involved with resolving the source incident or original event that the incident alert relates to, and so are seen as key contacts for the incident alert.

The following sections describe typical operational roles for these responsibilities.
Table 1. Contact Administration Default Responsibilities
Title Description
Duty Manager The senior point of presence in the monitoring environment at the time an incident occurs. The Duty Manager assesses the incident against standard operating procedures, escalation triggers and personal knowledge and experience, to take corrective actions. To clarify the urgency and impact of an incident, the Duty Manager can contact the Incident Manager for advice.
Incident Manager A senior technician, accountable for coordinating and managing all technical resources required to resolve incidents. After being notified by the Duty Manager of a serious incident, the Incident Manager assesses the seriousness and associated business impact. Based on this assessment, the Incident Manager decides whether to escalate the incident to the Duty Director. The Incident Manager may escalate to the Duty Director to gain access to resources outside of the department, if necessary.
Duty Director The escalation point for all issues that affect critical services The Duty Director works in partnership with the business directors in the organization to approve recovery plans developed by the Incident Manager, and to manage the senior level communications for the source incident.

Other Responsibilities

Incident alert management provides the following additional responsibilities that can be added to incident alerts. You can also create contact responsibilities, as needed. The associated users receive notifications about the alert.
Table 2. Contact Administration Other Responsibilities
Title Description
Business Director Director within the business who is identified as a potential contact in the the event of an incident alert.
Communication Manager Business-facing role in the event communication is required in an incident alert.
Crisis Action Manager Overall responsibility and accountability for managing incident alerts.
Crisis Action Team Member Nominated department heads who are involved when an incident alert occurs.
Development Development personnel involved in the troubleshooting and resolving an incident alert.
Operations Second or third level operations support involved in troubleshooting and resolving an incident alert.
Service Owner Service owner or manager who is identified as a potential contact in the the event of an incident alert that relates to one or more of their services.
Technical Support Second or third level technical support personnel involved in troubleshooting and resolving an incident alert.