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Incident Management
Process for identifying, recording, escalating, and resolving incidents.
Incident flow
flowchart TD A[Detection alert / user / monitoring] --> B[Record in ServiceNow] B --> C{Classify severity} C -->|P1 / P2| D[Page on-call Open Teams bridge] C -->|P3 / P4| E[Normal queue attendance] D --> F[Diagnosis and resolution] E --> F F --> G[Resolution and communication] G --> H{P1 / P2?} H -->|Yes| I[Postmortem within 5 days] H -->|No| J[Close the ticket]