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Incident Management in practice, roles and responsibilities

We have mentioned about third line network specialists. They are the part of few levels and roles of support which the Incident Management team usually consists of. So we have here the Service Desk team which is the first contact for the client. Service Desk register incidents and tries to classify where the reported incident should be redirected - Incident Management group or other teams in ITI process i.ex. Change Management. Service Desk also contacts with the Incident Management team while the problem is being solved to monitor the status of the error.
Apart of the Service Desk we have Second line, Third line groups which takes over the incidents and analyses it more deep than the Service Desk in order to provide permanent solution. If the solution is not found the problem could be reassigned to the Problem Management or Change Management group.

Added: 2007-10-07