Incident Management

Incident Analysis, Resolution and Closure

In the first instance the incident is examined with the aid of the KB to determine if it can be matched with any incident that has already been resolved and the assigned procedure applied.

If the Service Desk is unable to resolve the incident it will forward it to a higher level for the experts assigned to investigate. If these experts are unable to resolve the incident, the predefined escalation protocols will be followed.

Throughout the lifecycle of the incident, the various agents involved must update the information stored in the databases so that all the levels involved have complete information on the incident's status.

If necessary, a Request for Change (RFC) may be raised. If the incident is recurrent and no definitive solution is found, Problem Management should also be informed so it can study the underlying causes in detail.

Once the incident is solved the following steps should be taken:

• Confirm with users that the solution is satisfactory.
• The resolution process should be added to the KB.
• The incident should be reclassified if necessary.
• The information on the CMDB about the configuration items (CI) involved in the incident should be updated.
• The incident should be closed.