What are the responsibilities of an Incident Manager as per ITIL?

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The incident is a term which is used in the IT companies to keep a track of any disruption or down-gradation to the offered services. The products which we receive from the internal or external IT teams are in the form of services. 

These services mean that the company has laid down a process for you, as per which a product would work. For example, when you log into your work laptop; it asks for a username and password every time. 

This username and password are saved in active directories by the IT team and when you enter your password, same is authenticated and you login. The process of validation is a kind of service. If this doesn’t work and you face issues in log into your system, it would be called an incident.

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As these incidents directly or indirectly impact the business and the revenue of the organization; IT teams hire individuals which are ITIL certified (not a mandate in some companies) to work on them. These individuals have mentioned responsibilities –

  • Every incident has a severity or a priority with which it has to be resolved. This severity is calculated by using an algorithm which is derived from the impact and urgency. The first responsibility of an incident manager is to check whether an incident has been put on correct severity or not. Incorrect severity levels would leave a higher impacting incident to be resolved later to a lesser impacting one.
  • After defining the severity levels, the next task of the incident manager is to involve all the required teams or people who have the capability of fixing the issue.

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  • If the issue has been identified by the IT team prior to the user observing the same, an incident manager should notify the users that an issue has already been identified and the work is in progress.
  • An incident manager should send timely updates to all the business stakeholders along with the amount of time required for resolution.

Incident manager, in short, is responsible for driving the issue in the correct direction and getting it fixed in the shortest time possible.

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