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Incident, Problem and Change Records Customer satisfaction surveys Communication Related to Emergencies Although ITIL specifies how to deal with urgent, high-impact situations such as disasters and Major Incidents; managers in the Service Operation phase will find themselves dealing with various types and scales of emergency not covered in these processes.
It is important to note that this is not a separate process; rather it is a view of several processes and situations from a communication perspective.
Communication during emergencies is similar in purpose and content to communication during exceptions.
The main differences are in the level or urgency and impact of the exception.
Emergency communications are usually initiated by the Incident Manager or by a senior IT Manager who has been designated as the escalation point for all such emergencies.
In the case where an IT Service Continuity Plan is invoked, this will include a detailed Communication Plan to be executed by the appropriate authority.
The Incident Manager or designated manager will often form a response team, and the communication is initiated and coordinated by this team.
Communication during emergencies Purpose The purpose of communication in an emergency is to immediately investigate and confirm the impact and severity of the Incident to confirm that it is indeed an emergency situation.
It should also confirm that this Incident does not represent a disaster or any contingency covered in the IT Service Continuity Plans.
As soon as the scope of the emergency has been identified, the team responsible for managing the situation will allocate resources to create an action plan and to begin resolving the emergency and restoring service.
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