Enterprise Incident Management $-$ High Level Process User Close Incident Report Incident Log & Classify Prioritize Incident Major Incident $?$ Conduct $-$N$-$Tier $1$ Diagnosis Resolve Within Threshold Incident Service Desk Analyst No Functional escalation$-$No Resolve Incident Yes Incident Analyst $($Tier $2-$N$)$ Yes Conduct Tier N Diagnosis Resolved Within Threshold Major Incident Manager Major Incident Procedure Incident Manager Monitor Incidents Queue Manager