Incident Classification
- P1 - Critical: Business-wide impact, immediate response required
- P2 - High: Significant impact, response within 1 hour
- P3 - Medium: Limited impact, response within 4 hours
- P4 - Low: Minimal impact, standard queue processing
Response Procedures
Step-by-step procedures for each incident type, including initial assessment, diagnosis, resolution, and documentation.
Escalation Matrix
- Level 1: Service desk agents - routine issues
- Level 2: Technical specialists - complex issues
- Level 3: Engineers - infrastructure issues
- Management: Service disruptions over 30 minutes
Communication Templates
Pre-written templates for stakeholder notifications at each incident stage.