Which persona is responsible for overseeing the incident management process?

The persona responsible for overseeing the incident management process is the Incident Manager. This individual plays a critical role in ensuring that incidents are appropriately logged, prioritized, and resolved in a timely manner. The Incident Manager oversees the entire lifecycle of incident management, which includes coordinating the activities of various support teams, ensuring adherence to policies and procedures, and maintaining a high level of service quality.

Furthermore, the Incident Manager is tasked with monitoring the performance of the incident management process, analyzing incident data to identify trends and areas for improvement, and implementing changes when necessary. They also communicate with stakeholders and provide updates on incident statuses, ensuring transparency and effective communication throughout the organization.

While other roles like the Service Owner, Decision Maker, and End User have their own important responsibilities within the ITSM framework, their functions do not primarily focus on managing the incident management process. The Service Owner might focus on the overall service provided, the Decision Maker deals with strategic decisions, and the End User is primarily concerned with using the services rather than managing incidents. Thus, the Incident Manager is the key persona that embodies the leadership and oversight necessary for effective incident management.