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    Roles & Responsibilities Incident & Service Request Management

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    Deepak Singh
    This document outlines the roles and responsibilities of incident and service request management. Key responsibilities include capturing incidents reported by end-users, analyzing issues, assigning priority levels, managing user accounts, monitoring open incidents, testing solutions, and closing incidents once resolved. For change requests, responsibilities involve capturing requests, coordinating descriptions and approvals, monitoring status, escalating delays, and testing solutions. General tasks involve monitoring applications, maintaining documentation, managing application data, coordinating training, and measuring service levels.

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    Roles & Responsibilities Incident & Service Request Management

    Uploaded by

    Deepak Singh
    10 views2 pages
    This document outlines the roles and responsibilities of incident and service request management. Key responsibilities include capturing incidents reported by end-users, analyzing issues, assigning priority levels, managing user accounts, monitoring open incidents, testing solutions, and closing incidents once resolved. For change requests, responsibilities involve capturing requests, coordinating descriptions and approvals, monitoring status, escalating delays, and testing solutions. General tasks involve monitoring applications, maintaining documentation, managing application data, coordinating training, and measuring service levels.

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    Roles & Responsibility in PM

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    Roles IN PM

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    This document outlines the roles and responsibilities of incident and service request management. Key responsibilities include capturing incidents reported by end-users, analyzing issues, assigning priority levels, managing user accounts, monitoring open incidents, testing solutions, and closing incidents once resolved. For change requests, responsibilities involve capturing requests, coordinating descriptions and approvals, monitoring status, escalating delays, and testing solutions. General tasks involve monitoring applications, maintaining documentation, managing application data, coordinating training, and measuring service levels.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    10 views2 pages

    Roles & Responsibilities Incident & Service Request Management

    Uploaded by

    Deepak Singh
    This document outlines the roles and responsibilities of incident and service request management. Key responsibilities include capturing incidents reported by end-users, analyzing issues, assigning priority levels, managing user accounts, monitoring open incidents, testing solutions, and closing incidents once resolved. For change requests, responsibilities involve capturing requests, coordinating descriptions and approvals, monitoring status, escalating delays, and testing solutions. General tasks involve monitoring applications, maintaining documentation, managing application data, coordinating training, and measuring service levels.

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    © All Rights Reserved
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    Roles & Responsibilities

    Incident & Service Request Management

    Capturing SAP incidents reported by end-users and registering them in


    Remedy system with the proper classification and prioritization, key users incident
    registering control
    Analysing the possible source / reason of the incidents and accordingly either solve
    them or assign them to the proper person within the cluster
    Reporting PRIORITY-1 incidents to the relevant support team
    Managing user accounts (e.g. unlock IDs, password reset), new roles request, delete users
    from system, add new users to system

    Monitoring and following-up open incidents


    Acting as contact person for clarifying questions from the support team related to
    the incidents
    Testing and/or test-coordinating if corrective change is provided as solution for the
    incident
    Accepting and closing incidents in the support tools and informing end-users
    In general supporting end-users and key-users with minor questions they might
    have.
    Change (request) Management

    Capturing change requests from Key Users and analysing the characteristics of these
    change requests.
    Coordinating with Key Users to help decide if the change request can be solved
    through process change or local technical solution
    Coordinating with Key Users that a comprehensive functional description of the
    change request is made based on predefined change template
    Consulting with SAP consultants
    Reporting change requests to the involved Technical support parties by registering it
    in the Remedy system
    Ensuring the applicable change process is followed with correct approvals in place
    Monitoring and following-up open change requests
    Whenever needed escalating the request if not solved within reasonable period
    Acting as contact person for clarifying questions from SAP Competence Centre or
    directly from Capgemini related to the change requests
    Testing and/or test-coordinating the provided solution
    Regression tests coordination with key-users
    General tasks
    Application and interfaces monitoring
    Creating and keeping up to date application information & documentation within
    team and for relevant related sources
    Manage application (master) data
    Perform application risk and controls related tasks
    Preparing and coordinating training sessions
    Measuring application support levels to agreed service levels

    Creating and pursuing improvement plans on application support levels when


    applicable

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