Task: Initiate Procedures For Specific Incidents

In some engagements, certain incidents may demand specific actions (as agreed with relevant stakeholders). The purpose of this task is to initiate these agreed specific procedures, when such incidents occur.

There would be certain types of incidents in an engagement that demand specific treatment and would need to follow different resolution and escalation protocols. These incidents and their resolution protocols would be defined in the Service Governance Plan. Few examples of such specific incidents would be major incidents, security incidents, incidents raised by VIP stakeholders, etc. When such an incident occurs, the Incident Manager must trigger the procedures as agreed and established in the Service Governance Plan.

For example, in case of a major incident, a Major Incident Manager would be engaged and the Major Incident Management Process would be invoked. Refer to activity "Assess And Plan For Major Incident” for Major Incident Management Process.