The Incident Manager must monitor, coordinate and govern the day to day execution of Incident Management to ensure effective progress, closure and communication of incidents. The Incident Manager may monitor different aspects of Incident handling at different frequencies. This would typically include:

• Follow-up on incidents nearing or missing service level timelines
• Follow-up on incidents without any assignee, pending since long
• Follow-up on bouncing and wrongly assigned incidents
• Follow-up on backlogs
• Validating if high priority and specific incidents are handled appropriately.

On a sample basis, the Incident Manager may also verify:

• If the prioritization and categorization of the incident is correctly done
• If sufficient details are entered while capturing the incident, progress and resolution actions are updated appropriately
• Utilization of Known Error database for first time fix
• First Time Resolutions achieved or incident assigned to appropriate Incident Resolver

Closed incidents must also be verified to ensure the Incident Management process is followed as defined. The Incident Manager must also follow up on pending actions and assist the Incident Handler to resolve any issues that impede incident closure.