TerminologyProblem: Requiring a technical solution. Issue: Requiring customer communications or training. Service Owner: IS&T team primarily responsible for a service. This should be an individual name as point of contact. Tech Lead: The person assigned to manage a triage. Delegated Designated by Service Ownerservice owner. Business Owner: Person or department that sponsors the service. Support Staff: Customer Support and Operations & Infrastructure Staff dealing with the current production problem and issue. Urgent: Requires immediate triage, service down. Hand-Off: Bug in the system, short-term project. |