Incident Swimlane
Transcript: Brainstorm Incident management SME Services Nordic & Baltic Who is doing what? Incidents done by 1.level team/Transcom: Single merchant incidents Single agent incident ex. Missing access to a specific system. Local IT issues on agent computer ect. Incident done by Floorcoach team: Incident affecting several merchants/users ex. Delayed settlements Key system break down ex. Caps, NDS, Baxbis, SAP ERP, CRM and phonelines. Portal downtime ex. Merchant Portal, MyNets & Mepo Incident escalation and task force will be assisted by Engagement manager, OPS incident manager & Vendor manager. The DashBoard Nordic Customer Service Incident Dashbard How do we all get informed? Who has the responsibility? Clearly informing MS OPS Incident Support and senior management about the types of incidents affecting operations. UIGP role to access The Dashboard - SNC_00530 Swimlane Method The 'Swimlane' method provides a structured approach for efficient incident handling. Incident Swimlane The 'Swimlane' method flows incidents through defined stages for clear visualization and understanding. But.... Incident Management Here The Incident Swimlane for MS OPS Introduction Incident management is essential for ensuring smooth reporting and understanding which systems provided to our customers are not functioning properly. Incidents handling
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