Activity: 02.09 - Manage Incidents And Actions

The objective of this activity is to monitor incidents, issues or outstanding actions if any. It also ensures any escalations on the incidents are appropriately handled.

The Incident Manager must monitor and regulate the Incident Management life cycle on a regularly basis. This will include reviewing that the entire Incident Management process (i.e. detection, logging, analysis and resolution) including appropriate communications and escalations is followed in a diligent and timely fashion. The Incident Manager must also handle Client complaints efficiently with respect to delays or unsatisfactory experiences during the Incident Management process.