Incident to problem

Step by step

1. Open the incident Incident Responder

   Incident Responder records the summary, service, asset, priority and opened date. The assignee makes immediate responsibility clear.

   • Affected equipment and service named
   • Updates Incidents, Assets, Services

2. Acknowledge and investigate Incident Responder

   The responder records acknowledgment and investigation progress. Dated updates carry the author and the action taken.

   • Response history recorded
   • Updates Incidents, Incident updates

3. Resolve the disruption Incident Responder

   Incident Responder records the resolution date and moves the incident to Resolved when service has been restored. Service Owner reviews the outcome before Closed.

   • Immediate outcome dated
   • Updates Incidents

4. Open a problem Problem Analyst

   Problem Analyst records a problem statement and names an owner when the cause needs longer investigation.

   • Longer investigation assigned
   • Updates Problems, Services

5. Document the cause Problem Analyst

   Problem Analyst moves the problem through investigation, records a known error where appropriate and writes the root cause before resolution.

   • Cause recorded for review
   • Updates Problems

Incident Responder

, Service Owner, Problem Analyst, Patch Operator.