An incident is classified as event that could lead to loss of, or disruption to, an organization’s operations, services or functions.
The most important role in Incident Management is to restore service as quickly as possible
The most important role in Incident Management is to restore service as quickly as possible
- First Call Resolution
- Efficient Escalation
We are responsible for tracking, categorizing, prioritizing and ensuring that incidents are resolved in a timely manner.
Event Management
- An event is defined as any detectable or discernible occurrence that has a significant impact on the business.
- Currently events will be managed through the incident process and handed to other groups such as problem where needed.
Request Fulfillment
Team holds responsibilities for processing and management of all technology requests throughout the request lifecycle – origination, tracking and follow up supporting all internal customers.
Risk, Compliance & Governance (IPG)
Team is responsible for all IT Process and Governance, the management and inventory of all technology policies and procedures, as well as UAM (User Access Management) compliance and governance reviews. Ensures that policies and strategy are implemented and followed. Responsible for Identifying, assessing and controlling risk. IPG supports all teams across technology and the organization.
Hardware and Software Asset Management
Responsible for the centralized management and control of all hardware and software assets throughout their lifecycle.This includes procurement assistance, maintenance contract management, license compliance, monitoring, and re-harvesting, as well as asset additions, recycling and disposals. Asset and software audits to maintain the accuracy and integrity of our inventories. Supports all teams across the technology.
Problem Management
Responsible for the facilitation of the overall Problem Lifecycle from Problem identification through root cause and resolution. Manages the Problem Record Database, reporting and information sharing supporting all groups across technology.
Availability Management
Tracks the availability of all technology services through the reporting of key metrics and performance indicators through general reporting and available technology portals. Ensures that IT services meet current and future availability needs to the business in the most efficient, economical and timely manner.Works with and supports all teams within technology.
IT Finance
Global budget and charging management. Vendor, PO and Technical Procurement Management, working closely with Group Procurement and Regional Service Managers.Budget savings and increasing value vs.spending within technology. Supports all groups with technology, group finance, and group CIO’s.
