![]() Identifying and onboarding key technical specialists required to swarm over the incident and quickly analyze symptoms and suggest possible solutions.Occupying the war room (or establishing the conference call) to manage interactions and escalations with relevant stakeholders involved in the incident.The IC is accountable for the activities involved in managing the major incident to complete resolution. The IC’s work is to maintain oversight of the major incident procedure. This role was separate from the incident manager who sat in operations. A closer look reveals that the incident manager is responsible for the operational activities of the incident management practice and may not necessarily be the designated person for certain major incidents.Īt one of my previous employers, the IC was one of the heads of department. Some texts use the term ‘incident manager’ as a synonym for the IC. Remember how ITIL 4 describes an incident:Īn incident with significant business impact requiring an immediate coordinated solution. ![]() ICs are needed for major incidents-not every single incident. In service management, whenever there is a major incident, the organization must designate one person who’s responsible for leading a temporary cross-functional team to focus all energies and attention towards a swift resolution. The IC has overall management responsibility for the incident. FEMA has an apt description for that kind of role in an organization: The reference is mainly found in health and safety domains, where the IC is responsible for managing teams involved in emergency situations that by nature involve danger and rescue such as fire services. Incident Commander in the war room ( Source) What is an incident commander?įor the most part, you won’t hear the title “Incident Commander” in someone’s job title at the IT department.
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