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Incident Management in practice,first aid

In this short article I'll try to describe one of the most important functions of Incident Management: logging and tracking errors. Let's assume we have the banking application implemented and supported in sever banks by our IT organization. The application is available to the customer 24 hour a day via internet.
Now let's imagine there there is a big weather cataclysm on a big area - it causes some damages to the network infrastructure. The system is overloaded and causes delays and while accessing to the client applications - complaints starts to flow widely to the banking Service Desk. The role of the incident management firstly is to note and store the logging errors. The information about such incident must not be lost in further process even if the solution is found. It will be a basis for further analisys, I will help to find solution that would lead to decrease system sensitivity for the outside factors. The Incident Management role now is to fix the problem as fast as possible. But the network is still not working properly. The temporary solution is to display information about temporary unavailability of the system and redirection to the alert hot line phone. Now, the customer who visits the www page with the customer interface should notice the warning and information about the alternative way of contact.
After implementation of the warning process the incident management staff passes the problem to the third line network specialists which are able to fix the problem permanently. While the final solution is prepared incident management team member reports about the status of the solution - further analysis could bring some valuable and more stable solutions.

Added: 2007-10-07