Reference no: EM133417813 , Length: word count:3500

Introduction IT services permeate all aspects of an organisation's services including the provision of customer services and the running of the business itself. When these services are affected by failures and other occurrences, it is vital that processes and systems are in place to ensure that the impact to the business is minimised. In ITIL terminology, an 'incident' is defined as an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a configuration item that has not yet impacted an IT service (for example a high temperature warning in a Data Centre).

The purpose of this assignment is to

Question 1) Analyse the roles and responsibilities of key actors in the Incident Management process within an Australian Superannuation Fund, and

Question 2) Critically reflect on the importance of documenting key business processes.

ASSIGNMENT TASKS 1) Description of Incident Management Roles and Responsibilities (up to 1500 words) From the Incident Management Procedures included in this document and the process map provided, you are required to derive a description of the roles and responsibilities for the following actors: . First Line Analyst, . Incident Response Team Manager, . Incident Response Team, and . Vendors and other Third Parties. You have up to 1500 words to complete this part of the assignment.

2) Critical Reflection on the Importance of Documenting Organizational Processes (up to 2000 words) Based on your reading of the Incident Management Procedures, accompanying swim lane diagram, the Business Process Management literature and Information Systems literature, answer the following question:

What is the motivation for organizations to document their business processes, especially those processes for managing IT incidents?

You have up to 2000 words to complete this part of the assignment.