SFIA Incident management USUP

This page provides deep dive guidance and additional material to help individuals and organisations use and apply this SFIA skill effectively. It supplements the SFIA reference material.


SFIA skill definition

SFIA v6 definition of Incident management

The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

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Value Adding Work Outputs

By focussing on work outputs/work products we can move the focus from activity/knowledge to performance and provide a direct link to business results. See 6 boxes model.

Leading

Managing

Doing