Incident Management is a defined process for logging, recording and resolving incidents.
Examples of Incidents:
- Moodle not available / won’t load
- PC not turning on
- cannot log in to PC
- application error message
- eduroam not working
- Hallnet not working.
The aim of Incident Management is to restore the service to the customer as quickly as possible. We will always aim to find a permanent solution, where this is not possible we will aim to put a workaround or temporary fix in place.
Incident reporting via our Single Point of Contact (SPOC)
Your Single Point of Contact: here at Oxford Brookes University is the IT Service Desk ( web portal with self service and Chat / Service Desk Point locations / 01865 48 (3311) telephone support).
The role of the service desk is to manage your incident from start to finish, this involves initial triaging of the Incident, information gathering, first line fixes and communication with you. The diagram to the right visualises this process.
At any point during this process you may be asked to provide us with further information to help us diagnose your issue. In line with the Single Point of Contact approach to Incident Management, you will generally be contacted by the Service Desk to gather this information with you, though in some cases you may be contacted by a second or third line support technician if the Incident is time sensitive or if the second or third line technician needs to visit you to resolve the Incident.
First line / Service Desk support staff: these members of IT Services have a general knowledge of most of the services which we provide, sometimes they are able to fix common issues and give you a quick or instant fix.
Second line support staff: these members of IT Services have a specialist knowledge of a few of the services which we provide, when first line / Service desk staff cannot resolve your incident it will be escalated to this level of support.
Third line support staff: these members of IT Services have a specialist / technical knowledge of individual services, when second line support staff cannot resolve your incident it will be escalated to this level of support.
