Texto del Guión Gráfico
- Welcome to the team John. Let me walk you through the Incident & Alert management process. Do you have any idea about these terms?
- Thank you Jim. Yes, I am aware of them. Incident Management concentrates on restoring the service to users as quickly as possible, in order to minimize business impact.
- And Event/Alert Management provides mechanisms for early detection of incidents.
- Exactly. Now that you know the drill, let me show you the  standard process followed by  our Tier2 team.
- Most of our alerts are onboarded to Argos and OneConsole and we are informed by the SOC team in their channel when they get an alert. 
- Oh, that's helpful. So team can start checking on it immediately
- Yes, but you have to let them know, the issue is being addressed. Acknowledge the alert and post periodic updates.
- So for high priority alerts, we can start a bridge and add required teams to triage on the bridge, right?
- Correct. Also for such high priority issues, you should engage MIM from the 'Allied Chat' Slack Channel. Don't forget to update the issue and impact to management slack channels as well.
- I got it now.  To summarize, Acknowledge the alerts,  check on it, provide updates,  open bridge as per impact, engage MIM and update management.
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