Massive incidents management

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Fri Jul 07, 2017 8:00 pm

Sat Jul 08, 2017 8:50 am

Hi all,

I'm new in this community. I work as a Incident Manager in for a client with a lot of providers, then this client has a Service Desk in a company and Technical infraestructure in another company (my company).

The dude is the next: When a massive incident is produced, Service Desk generates a some tickets (around 10 ticket's until they decide that there is a massive incident), Service Desk moves all tickets (for example 10) to the technical tower of infraestructure, for example Wintel Systems, so we work in a massive ticket, but other tickets I don't know who is the responsible of associate those incidents to massive ticket?

Thanks & Regards.

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