Federated procedures for the Incident and Service Request Management process
|Title||Statement||Procedure status||Owner||Approval status|
|ISRM1 Record, Classify, Prioritize, Escalate, Resolve, Close an incident or service request|
Procedure describing how an incident or service request should be recorded, classified , prioritized, escalated, resolved, closed
|ISRM2 Perform a major incident review|
Procedure defining a major incident review
|ISRM5 Verify Helpdesk SUs are working and perform a periodic review of them|
The procedure describes the process for verifying the relevance and performance of Support Units (SUs) in the EGI helpdesk (GGUS). The procedure defines the criteria for decommissioning the SUs that are no longer relevant.