Faculty of Business and Law
1
Assignment 3
INF 60007 Introduction to Business
Information Systems
IT Incident Management Process at Victorian
Superannuation
Student Guide
ASSIGNMENT TASK
1) Process Diagram
This assignment requires you to read the given Incident Management Procedures. From these procedures
you are required to complete the partially completed swim lane process diagram.
You will need to rebuild the diagram either in Visio or PowerPoint
2) Description of Incident Management Roles and Responsibilities
You are also required to derive a description of the roles and responsibilities for the following actors:
• Incident Manager,
• First Line Analyst,
• Incident Response team, and
• End User.
This represents the written part of the assignment. You have up to 1000 words to complete this part of the
assignment.
Faculty of Business and Law
2
Suggested Format for Your Response
Roles and Responsibilities
Incident Management Process Manager (The Incident Manager)
The person who takes the Incident Management Process Manager role has the following responsibilities:
• Overall accountability for the Incident Management process
• …..
First Line Analyst (Service Desk)
As identified and assigned for the individual incident, the people who take on the First Line Analyst role for
the incident have the following responsibilities:
• Monitor the Incident queue
• …
Incident Response Team
As identified and assigned for the individual incident, this role indicates the 2nd / 3rd level support specialists
who actively work to resolve the incident. The people who take on the resolver role for the incident have
the following responsibilities:
• End User
As identified and assigned for the individual incident, this end user is …….: