| The Incident Manager must identify tools for Incident Management. The platforms/tools used for Incident Management must
typically support registering incident tickets, sending alerts and other notifications, interfacing with other processes
like Event Management, Problem Management, Change Management, etc. While selecting the tool for Incident Management one can
look for factors such as ease of use, scalability, flexibility, security etc. The tool should also support computing
service levels and reporting the Incident Management key performance indicators etc. The tool selected for Incident
Management must be configured to suit the specific requirements of the engagement to handle incidents as per defined
process. The Incident Management Tools must be setup in collaboration with the Service Delivery Environment Supervision
Manager. |
