Roles & Responsibilities

Last updated: 2021-12-05 14:54
Incident OwnerThe Incident Owner is responsible for ensuring that all activities defined within the process are undertaken and that the process achieves its goals and objectives.
Incident CoordinatorThe Incident Coordinator is responsible of managing all incidents that are assigned to his group, within the SLA defined.
Incident ManagerThe Incident Manager is responsible for process design and for the day to day management of the process. The manager has authority to manage Incidents effectively through First, Second, Third Level Support.
End UserThe End User is the person using an IT resource. This role is responsible to report all Incidents and make all IT requests and contacts through the Service Desk.
Service Desk AgentThe Service Desk Agent is responsible for the day to day communication with all End Users and to facilitate the resolution and fulfillment of Incidents.
L2/L3 Incident AnalystThe Incident Analyst is responsible for implementing and executing the Incident process as defined by the Incident Owner/Manager, and to be a point of contact for escalated issues, questions, or concerns.
Major Incident TeamThe Major Incident Team is a group of individuals brought together to manage a Major Incident. This team includes the Service Desk function, the IT organization, and Third-Party companies.

Implementation of the major roles in the team:

RoleHealthdata function
End Useranybody who is not part of the healthdata organization, but is a user of its services (scientists, Sciensano staff, hospital/laboratory staff, …)
Service Desk AgentIs part of the role of Support Engineer/Service Desk Officer in the Services & Support Team
L2/3 Incident AnalystIs part of engineer/developer functions in all HD teams- IAT, DC, DWH, SOB; as well as the DPO, EA, other architects
Incident CoordinatorIs part of the role in all HD teams
Incident ManagerIs part of the role of Incident management in the Services & Support Team