SHF (Users)

CG Technical Helpdesk

CG Onsite Support Team

HCA Point of Contact

ITSM 2.01 Potential Service Incident or Infrastructure Logs

ITSM 2.02 Incident Receival (Phone/Email)

ITSM 2.03 Request recorded in Ticketing System

ITSM 2.04 Incident identified as Security Related?

ITSM 2.12 Support continue as normal

ITSM 2.13 Incident Resolved

ITSM 2.14 Ticket Logged & Closed

ITSM 2.05 Service Delivery Manager is notified.

ITSM 2.07 Immediate Onsite Support

ITSM 2.09 Investigation on the Security Incident

ITSM 2.08 Security Recovery

ITSM 2.11 Generate Report

ITSM 2.06 HCA IT Team is notified