LA COMMUNICATION PROFESSIONNELLE
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BASIC COMMUNICATION MODEL
Discussing communication in terms of sender-receiver implies one-way communication However, human communication often is a two-way process in which each party shares sending and receiving responsibilities As the quantity of people taking part in a communication increases, the potential for errors in encoding and decoding increases,
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The term communication has been derived from the Latin word ‘communis’ that means ‘common’ and thus, if a person effects communication, he establishes a common ground of understanding Literally, communication means to inform, to tell, to show, or to spread information Thus, it may be interpreted as an interchange of thought
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Yale University Incident Management Process Guide
The Service Desk manages, tracks, escalates, closes and communicates status of all incident records and is responsible for all incident assignments The Incident Management Process is the conduit of communication of any degradation of service, to the affected users and
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• Note Verbale--A note verbale is an informal third-person note It is less formal than a first-person note but more formal than an aide-memoire • Persona non grata(pl , personae non gratae)—One who is not acceptable • Pro memoria (sing , pl )—A formal note embodying the written record of a diplomatic discussion It is
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UNIVERSITE SIDI MOHAMMED BEN ABDELLAH FACULTE DES SCIENCES
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Yale University Incident Management Process 1 of 17
Yale University Incident Management
Process Guide
Yale University Incident Management Process 2 of 17Introduction
Purpose
This document will serve as the official process of Incident Management for Yale University. This document will introduce a Process Framework and will document the workflow, roles, procedures, and policies needed to implement a high quality process and ensure that the processes are effective in supporting the business. This document is a living document and should be analyzed and assessed on a regular basis. ScopeThe scope of this document is to define the Incident Management Process, and process inputs from, and
outputs to, other process areas. Other service management areas are detailed in separatedocumentation. The following is a specific list of items that are in scope for this document. Other items
not listed here are considered out of scope for this document.In scope:
Incident Management Overview
o Incident Definition o Incident Management Objectives o Incident Management PoliciesIncident Management Process Flow
Incident Management Roles
Incident Management RACI
Incident Management Procedure Flows and DescriptionsIncident Management Prioritization scheme
Incident Management Service Categorization Model
Incident Management Process Metrics
Yale University Incident Management Process 3 of 17Incident Management Overview
Incident Definition
An Incident is an unplanned interruption to a technology service or reduction in quality of a technology
service. Failure of a Configuration Item or product that has not yet impacted service is also an incident
(i.e. failure of one disk from a mirror set).Incident Management Objectives
The goal of Incident Management is to restore service operations as quickly as possible. Timely and efficient resolution will minimize business impact and increase productivity.Incident Management Policies
Incident reporting must go through the Service Desk, providing Users with a single point of contact All incidents must be logged, prioritized and solutions recorded in the Incident Management System One standard Incident Management Process is defined and used to support all IT Service usersThe Service Desk manages, tracks, escalates, closes and communicates status of all incident records and is responsible for all
incident assignmentsThe Incident Management Process is the conduit of communication of any degradation of service, to the affected users and
IT personnel
Closure of incidents is dependent on validating with the user that the incident has been resolved and service is restored
The Service Desk will own all incidents that they themselves log or that are assigned to them from a Tier 2 provider.
Ownership will transfer to the Incident / Situation Manager for major incidentsOnce a major incident has been validated by the Service Desk, escalation and communication protocols for high-priority
incidents are initiated and managed by the Service Desk Yale University Incident Management Process 4 of 17Incident Management Process Flow
V3 Incident Management Process
Incident
Situation
Manager
Functional
Group QueueManager
Functional
Group Tier 2Analyst
Incident
Process
OwnerService Desk Analyst
Caller
Customer
Service
Request?
9.0 Major
Incident
Process
2.0Incident
Categorization
3.0Incident
Prioritization
4.0Initial Diagnosis
Functional
Escalation
Required?
1.0Incident Logging
Incident Identification
Sources:
Event Mgt, Email, Self-Service, Phone
Call, Tech Staff (Tier 2 / Walkup)
To Request
Fulfillment
No Yes No 5.0Functional
Escalation
6.0Investigation &
Diagnosis
7.0Resolution and
Recovery
8.0Incident Closure
Hierarchic
Escalation
Needed?
Yes Yes Yes MajorIncident?
Management
Escalation
Process
Accountable for the Incident Process and its Evolution/Maturation No Roles The following roles have been identified within the Incident Management Process.Role Description
Incident Manager Oversee day to day process executionOften the Service Desk Manager
Manages major incidents until the appropriate situation manager is identified Situation Manager Manages and owns major incidents Service Desk Manager Manages the service desk function, including staffing management activitiesProvides guidance to Service Desk Analysts
Incident Process Owner Owns the process end-to-end, including the RACI, process & procedural steps, role
& definitions Accountable for maturing and evolving the process, based on monthly/quarterly/yearly review of process KPIs Adjusts the process to address performance or changing business needsService Desk Site Lead Responsible for the operations of Service Desk Analysts that are geographically
disperse, reporting to the Service Desk Manager