Document code:  Security level:  Effective date:  ICT Governance  PRO-0027.06  Internal  15/01/2019  This chapter concentrates on the governance of two key processes within this domain  under ECHA’s responsibility: service request fulfilment and the incident management. Service requests  are requests from users for information, advice, additional software /  hardware access etc. They are managed through the request fulfilment process and result  typically in  standard changes  already  pre-approved  with low risk.  Incident  is anything that affects the working and consumption of a Service in an  unplanned way; for example, a reduction in the performance of a Service, including non- functional aspects like quality and stability. Incidents may start anywhere, noted by  customers, Service / Product Managers, ADSMs  –  in principle anyone. Despite this, all  incidents are recorded in the ECHA ticketing system. Once the incident is recorded, it is  managed through the Incident Management process with the aim of restoring the service  to normal operation as soon as possible. Service request fulfilment and incident management use the following escalation path  whenever there is a need to escalate for higher levels of expertise:  The Service Technical Description document defines the different support levels, detailed  support structure and escalation paths for each Service.  Incident Management is a time critical process that can be chaotic by nature. Incidents  must always have a clearly assigned, identifiable  Incident Manager  at any given time  during the resolution process. The original Incident Manager should be in charge of the incident until it is resolved.  However, in long spanning incidents, it might be possible that the Incident Manager  becomes unavailable. In this case, the organisational backup policies apply for identifying  the new Incident Manager. In some occasions it might make sense for other reasons to  reassign the Incident to another person (for example, in Category B incidents, to change  TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  Page  49  of  92 3.6.3. The Incident Manager and Other Incident Management Roles  3.6.2. Support Levels  • Level 3  Support is technical support requiring insight into the implementation  of Products / Service technical infrastructure. Outsourcers typically provide it. • Level 2  Support is expert support. The Level 2 support groups can be either  from the Information Systems Directorate or from Business Directorates, and  they can be resourced by ECHA staff (e.g. Service Experts) or outsourced or a  combination of both. • Level 1  Support (L1,  Service Desk ) is in charge of interfacing directly with the  user. Level 1 support groups are normally under the responsibility of the  Information Systems Directorate: they can be resourced by ECHA staff (e.g.  ICT Help Desk, ITex) or outsourced or a combination of both.  Nevertheless,  ECHA Service Manager is always accountable for proper working of the  Level 1 support. 3.6.1. Service Requests and Incidents 