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- IT Service Management
- Process
- Incident response
Incident response
An incident starts with a clear summary and an affected service. The desk assigns a priority and responder, then the responder acknowledges the work. Updates and response events keep the chronology attached to the case. Impact and outage records help the service owner understand what users experienced.
Step by step
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Capture Service Desk Agent
Service Desk Agent records the interruption, affected service, relevant asset and priority.
- Gives the interruption a service and priority
- Updates Incidents, Services, Assets
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Acknowledge Incident Responder
Incident Responder takes ownership and records the first response event.
- Shows accepted response work
- Updates Incidents, Response events
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Investigate Incident Responder
Incident Responder adds attributed updates as work starts and identifies the service impact.
- Preserves actions and effect on service
- Updates Incidents, Incident updates, Service impacts
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Restore Incident Responder
Incident Responder records resolution time and the restoration time on any outage.
- Records resolution and outage restoration
- Updates Incidents, Service outages
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Close Service Desk Agent
Service Desk Agent confirms the outcome and closes the incident.
- Confirms the working case is complete
- Updates Incidents
Who does what
Roles and permissions- Service Desk Agent
- , Incident Responder, Change Manager and Admin work from the incident and related service context.
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