#1301 USUP Incident management - skill-level descriptions: change request pending
Skill-level descriptions for Incident management, particularly Level 5, needs to be better aligned to SFIA Levels of Responsibility.
The skill-level descriptions for USUP-Incident management don't align well to the SFIA generics. In particular, the need to follow "agreed procedures' is included at every skill level, from Level 2 to Level 5 (the highest level for this skill).
I propose we modify the wording, as suggested below, to show that responsibilities at Level 5 include defining the procedures. In addition, 'major incident' management is recognised in practice as a specific aspect of non-routine and high-impact incidents, which map well to level 5 responsibilty.
Proposed skill-levels for USUP Incident management (includes minor edits to wording for lower skill-level descriptions):
Level 2 - "Following agreed procedures, identifies, registers and categorises incidents.
Gathers information to enable incident resolution and allocates incidents as appropriate."
[Removed "promptly" as this is a performance-related term, not an intrinsic part of the skill.]
Level 3 - "Following agreed procedures, identifies, registers and categorises incidents.
Gathers information to enable incident resolution and allocates incidents as appropriate. Advises relevant persons of actions taken."
[(1) Removed "promptly" as this is a performance-related word, not an intrinsic part of the skill.
(2) Removed "Maintains records and" from last sentence, as this is covered by "registers" in the first sentence.]
Level 4 - "Prioritises and diagnoses incidents. Ensures that incidents are handled according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to improving incident management procedures."
[(1) Added 2nd sentence "Ensures ..." which was previously in Level 5 description.
(2) Added last sentence "Contributes to development of incident management procedures."]
Level 5 - "Develops and maintains incident management procedures in agreement with service owners. Investigates escalated, non-routine and high-impact ('major') incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement. Analyses metrics and reports on performance of incident management process."
[(1) First sentence added to reflect Level 5 responsibility.
(2) Second sentence, added "non-routine and high impact ("major") incidents]
Attached to Incident management