IT Incident Management
This process is designed to manage and store all information about an IT incident systematically.
Workflow Steps
Step 1 - Incident Detected & Logged
An IT incident (e.g., a system is down, an application is slow) is detected by monitoring tools or reported by a user, and a ticket is automatically created in the ITSM tool.
Step 2 - Categorization, Prioritization & Initial Diagnosis
The incident is categorized and assigned a priority based on its business impact and urgency. The service desk performs an initial diagnosis.
Step 3 - Escalation & Investigation
If the service desk cannot resolve the incident, it is escalated to a specialized Level 2 or Level 3 support team for in-depth investigation and diagnosis.
Step 4 - Resolution & Recovery
A fix or workaround is implemented, and service is restored. The resolution is documented in the incident ticket.
Step 5 - Incident Closure & User Confirmation
After confirming with the user that normal service has been restored, the incident ticket is formally closed. A knowledge base article may be created from the resolution.
The Purpose of IT Incident Management
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