Skill description
Coordinating responses to a diverse range of incidents to minimise negative impacts and quickly restore services.
Guidance notes
Activities may include, but are not limited to:
- designing and implementing different processes and procedures for different categories of incidents including, but not limited to, major incidents, information or cybersecurity incidents, complex incidents and low impact incidents.
- establishing incident response teams or security incident response teams.
- enhancing preparedness through regular testing, training, simulations and development of incident response plans and playbooks.
- restoring service to users as quickly as possible, prioritising service continuity over permanent solutions.
- managing unplanned interruptions to a service or reductions in service quality.
- routing requests for help to appropriate functions for resolution.
- monitoring resolution activity.
- ensuring compliance with regulations and data privacy requirements .
- using automation and data-driven tools for earlier and faster incident detection and resolution.
- informing users, customers and key stakeholders of progress towards service restoration.
Incidents can impact areas such as business operations, information and cyber security, IT systems, services, employees, customers, or other vital business functions.
Different roles or groups may be needed to diagnose and resolve incidents. These can include users, subject matter experts, service desk staff, support teams, suppliers, and partners. Although they participate in the incident management process, they do not necessarily require incident management skills.
Level 1Follow
Follows agreed procedures to identify, register and categorise incidents.
Uses provided tools and technologies to support the incident management process.
Collects information as instructed to assist in incident resolution and allocates incidents as directed.
Assists in monitoring incident queues and escalates issues according to procedures.
Level 2Assist
Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
Gathers information to enable incident resolution and allocates incidents according to established procedures.
Escalates incidents as necessary.
Advises relevant people of actions taken.
Communicates with users and stakeholders to provide updates on incident status.
Assists in maintaining records and documentation related to incidents.
Level 3Apply
Prioritises and diagnoses incidents applying agreed procedures and tools.
Investigates causes of incidents and seeks resolution.
Escalates unresolved incidents to higher levels or specialist teams.
Coordinates with stakeholders to ensure timely resolution.
Facilitates recovery, following resolution of incidents.
Documents, communicates outcomes and closes resolved incidents.
Level 4Enable
Monitors and manages incident queues to ensure incidents are handled according to procedures and service levels.
Contributes to developing, testing and improving incident management procedures.
Uses analytics tools to track trends.
Ensures resolved incidents are properly documented and closed.
Supports team members in the correct use of the incident process.
Level 5Ensure, advise
Responsible for the operation of the incident management process.
Manages incident communications, ensuring al parties are aware of incidents and their role in the process.
Leads the review of major incidents and informs service owners of outcomes.
Ensures incident resolution within service targets.
Analyses metrics and reports on the performance of the incident management process.
Develops, maintains and tests incident management policy and procedures.
Ensures compliance with regulatory requirements.
Level 6Initiate, influence
Shapes and directs the organisation's incident management strategy.
Establishes policies and standards for incident management aligned with organisational goals.
Provides leadership during major incidents, coordinating cross-functional teams and external partners.
Makes high-level decisions to minimise impact and ensure swift recovery.
Leads the development of organisational capabilities for incident management.
Promotes organisational collaboration and ensures that incident management processes are understood and adopted across the organisation.
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