I recently contacted a customer – an Incident Manager – whom I'd spent some time helping with his Incident Management procedures. He told me that things were going fine, but that some staff were not calling customers back within the 1 hour target of logging Incidents set down in the SLA (or not recording they had done so), and so he'd needed to sent a couple of emails.
I was strangely pleased to hear this, as it meant he was acting as an Incident Manager should – using the weekly checklist we'd drawn up to monitor that procedures are followed and following up where they aren't.