17
Marty Gillespie (mgg@dnaco.net)
Identification
II
•Use the help
desk if available
–The help desk can be a
great method of collecting information
–Ensure that ALL calls
to the help desk are properly recorded and tracked
•Assign a
person to act as the primary handler of an incident
–Must be aware of what
is expected of them
–Must be empowered to
escalate the incident to the appropriate level