Evaluating and Assigning Incidents
The first step in working with incidents is for an analyst to evaluate the new incident and route it to the proper analyst for analysis and resolution. Depending on the nature of the specific incident, different expertise, authority, or availability is required to process the incident effectively and efficiently.
In addition, many new incidents are not complete, such as those created from Operations Manager alerts or email incidents. Operations Manager incidents need to be assigned based on the source of the Operations Manager alert. Email alerts will typically need to be classified and assigned.
An analyst must evaluate the new incidents and correctly do the following:
• Complete the incident—This means filling ...
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