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Incident Management

Objective

To warrant an effective and standardised approach to Incidents.

Item nr.	Item Name and Page	Control	Aim
10.1.	Incident Policy	A Policy, which promotes the standardisation, quick, effective and orderly response to Incidents, ought to be derived by Data Science Managers and approved by the Managerial Committee.	To ensure the standardisation, quick, effective and orderly response to Incidents.
10.2.	Product Incident Procedures	Products should derive, develop and implement a set of Procedures to operationalise the Incident Policy within them.	To ensure the standardisation, quick, effective and orderly response to Incidents within Products.
10.3.	Reporting Incidents	Incidents should be reported through Organisation channels to Product Owners, Data Science Managers, and the Management Committee as timeously, effectively and efficiently as reasonably as is practical.	To ensure the Incidents are reported quickly, effectively and orderly.
10.4.	Assessment of and Decisions on Incidents	Incidents should be appropriately assessed on reporting and decisions regarding responses thereto must be made as timeously, efficiently and effectively as reasonably as is practical.	To ensure the Incidents response decisions are made quickly, effectively and orderly.
10.5.	Response to Incidents	Responses to Incidents should take place in accordance with Product Incident Procedures.	To ensure that Incidents are responded to in terms of organisation best practices and guidelines.
10.6.	Learning from Incidents	Information related to Incidents should be documented and knowledge gained therefrom must be analysed and studied to improve future Incident responses.	To ensure that Incidents are properly learnt from.