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- IT Service + Asset + Knowledge
- Process
- Incident response
Incident response
Follow a service interruption from intake through acknowledgment, investigation and closure.
Step by step
-
Open incident Service Desk Agent
The Service Desk Agent records the affected service, asset, priority, opening time and assigned person.
- Identifies the interruption and its working owner
- Updates Incidents, Services, Assets, People
-
Acknowledge incident Service Desk Agent
The agent accepts responsibility and records the actual acknowledgment time.
- Records the acknowledgment time
- Updates Incidents
-
Investigate incident Service Desk Agent
The assigned person records dated updates as the team tests a response.
- Keeps the investigation and author visible
- Updates Incidents, Incident updates, People
-
Resolve incident Service Desk Agent
The agent records the resolution time when service has returned.
- Records the resolution time
- Updates Incidents
-
Close incident Service Manager
The Service Manager checks the final record and closes the case.
- Ends the working case after review
- Updates Incidents
Who does what
Roles and permissions- Service Desk Agent
- , Service Manager, Asset Manager.
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