Process activities
Incident management is one of the service management processes that have consistent activities for each incident request. Here are the activities defined for incident management:
- Detecting the incident
- Recording the incident
- Classifying and prioritizing the incident
- Initial investigation and diagnosis
- Escalation
- Investigation and diagnosis
- Resolution and restoration
- Recovery and closure
Figure 6.8 shows the flow for incident management, and the subsequent paragraphs describe what is involved in each of these activities and, in some cases, when an activity may be bypassed. You will also learn what the difference between a normal incident and a major incident is:
Figure 6.8 – Generic incident request workflow
Detecting an incident can occur in a variety of ways. The input described a number of ways in which the service provider may detect that an incident has occurred. When an incident...
