First page Back Continue Last page Overview Graphics
An incident must have been reported initially to the Service Desk.
An incident must have been reported initially to the Service Desk.
The ITS Service Desk may receive a call from a user
A more senior technical person (this may be spotted by an infrastructure event monitoring service/app itself) may become aware of the problem and report it to the Service Desk
A senior manager in ITS may be contacted by a customer directly
(As the 2 main recipients of this type of incident are ITS and Estates, and the incidents may well affect both departments, there will sometimes be a need for the MIB to liaise with Estates)