Overview of Incident and Disturbance Handling Process

In today's complex operational environment, having a structured approach to handling incidents and disturbances is crucial for maintaining business continuity. This comprehensive process ensures that all events are properly identified, logged, managed, and resolved through appropriate channels. Let's explore the systematic workflow that organizations use to handle both incidents and disturbances effectively.

Initiating the Process

Every incident handling journey begins with identification. This critical first step sets the entire process in motion, where team members must be vigilant in recognizing potential issues that require attention. Early detection can significantly impact the effectiveness of the response and minimize potential damage or disruption to operations.

Categorizing the Event

Once an event is identified, the next crucial step is determining whether it qualifies as an incident or a disturbance. This classification is vital as it dictates the subsequent response protocol and determines which team members need to be involved. The distinction between incidents and disturbances often lies in their severity, scope, and potential impact on operations.

Incident Response Protocol

When an event is classified as an incident, specific handling protocols are activated. These protocols are designed to address situations that typically require immediate attention and may have significant operational impact. The incident handling process involves a series of well-defined steps aimed at containing and resolving the situation efficiently.

Disturbance Management Approach

Disturbances, while potentially less severe than incidents, still require careful attention and management. The disturbance handling protocols are structured to address situations that may affect operations but might not demand the same urgency as incidents. These procedures ensure that disturbances are properly managed before they can escalate into more serious incidents.

Documentation in ORMIS

Proper documentation is essential for effective incident management. All incident details are meticulously logged in the ORMIS system, creating a comprehensive record that can be referenced for future analysis and improvement. This documentation helps track the incident's progression and ensures accountability throughout the resolution process.

Scope Assessment

A critical decision point in the process involves determining whether an incident has local or global implications. This assessment influences the escalation path and determines which management level needs to be involved in the resolution process. The scope of an incident directly impacts the resources and attention it receives.

Global Incident Response

For incidents classified as global, the Team Manager (TM) takes the lead in managing the escalation process. Global incidents often require coordination across multiple departments or locations and may impact the organization on a broader scale. The TM's involvement ensures proper handling at this elevated level of concern.

Local Incident Management

Local incidents are handled by the Customer Service Manager (CSM) following established guidelines. These situations, while important, are typically contained within a specific area or department and can be managed through standard protocols. The CSM's role is crucial in ensuring efficient resolution of these localized issues.

Team Manager Responsibilities

The Team Manager plays a vital role in the incident handling process, particularly for global situations. Their duties include escalating issues to appropriate authorities, informing relevant stakeholders, and participating in crucial meetings to coordinate response efforts. This leadership ensures proper handling of more complex or widespread incidents.

Customer Service Manager Role

CSMs are responsible for handling local incidents and disturbances with precision and care. Their duties include confirming the nature of the issue, maintaining communication with the Team Manager, and ensuring response plans are properly aligned with organizational protocols. Their hands-on management is crucial for effective resolution.

Resolution and Follow-Up

The final phase of the process involves thorough follow-up procedures. This includes providing status updates to all relevant parties and ensuring that the incident or disturbance has been fully resolved. It's also an opportunity to document lessons learned and identify potential process improvements for the future.

Guide to Incident and Disturbance Handling Process Flow