Process Server Incident Management
This process describes the incident management of servers by IT-SB-SV.
Occurrence of an Incident
A problem that could affect the operability of a service or a security problem occurs. Qualification is performed by FH. A ticket is created.
Involved: Requester, IT Security officer, IT-SB-SV, IT-FH
Incident is fixed
The incident is resolved as quickly as possible, including via a workaround. If necessary, there is an escalation to defined points of contact.
Involved: IT-SB-SV, requester, IT-IS
Incident is resolved
IT-SB-SV documents the incident and the solution. The incident is considered resolved when SV has closed the corresponding ticket.
Involved: IT-SB-SV, requester