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3.4 - Coggle Diagram
3.4
Recording
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When the incident has been identified then it should be recorded. It is important that as many details as possible are recorded including what happened and which part or component of the digital system has been affected. The details should also include:
Response
Any incident should have one member of the digital support service team who takes ownership and coordinates the response. This owner should be the first point of contact for the incident response team and must be kept up to date with all impacts, the extent of the incident, actions that have been tried and the results of these actions.
Troubleshooting
When resolving the incident, the digital support services team will carry out an investigation to enable the incident and the cause to be diagnosed.
The actions taken will depend on the incident but may include replacing hardware components, updating security settings, or installing newly released software patches.
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Categorizing
Medium
these incidents will affect a small number of end users and may impact on some aspect of their tasks. There may be limited impact on customers, for example the website becoming slow.
Low
these incidents have no impact on customers and end users and can usually be resolved with no downtime for the digital system.
High
these incidents are the most severe. They will have an impact on most, if not all, end users and customers. The function of the organisation will be impacted. Incidents categorised as high will always have a financial impact.
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