Identify Issue (Incident) and report to Key User

Acknowledge the Issue

Create Incident in Helpdesk Tool (Urgency, Escalation, etc.)

Acknowledge Incident, Confirm Urgency & Category, Set Impact, Analyze & Investigate

Assign SNOW Incident to L2 Team

Complete Initial Analysis (Initial Analysis Template)

Acknowledge assignment, confirm Urgency & Category, set KI, set Impact, analyze & investigate

Investigate and diagnose

On call support requested from L2

Acknowledge Incident, Confirm Urgency & Category, set KI, set Impact, analyze & investigate

Investigate and diagnose

Support on Product related issues, Service request with Dassault Systemes

Raise ERC in SOLMAN (L3.5)

Change Impact Analysis (L3.5)

Move changes to UIT in Dev (L3.5)

Move changes to Environment and perform UIT (L3.5)

Deploy changes in Site Pre-Prod system (L3.5)