Roles and responsibilities

There are three key roles for incident management: process owner, process manager, and process practitioner. As was discussed in Chapter 5, there are common responsibilities for every process owner and process manager. There are some key responsibilities that the incident management roles need to consider. The incident management process owner needs to work very closely with the change, problem, and request process owners to document the policies related to prioritization and categorization. Putting together a consistent policy for these two elements of service management will be critical to maintaining the relationships between these processes. In addition, the incident management process owner needs to establish the right metrics based on the maturity of the process and the capabilities of the technology to provide the data for the metrics. It will be very important for the process owner to have measures that drive the right behavior and produce metrics...