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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