Process input and output
Incidents can occur at any time and can be detected in a variety of ways. The following list identifies much of the input and output for incident management. You may have additional input or output not reflected in the following list:
- A user request to a service desk
- A user request submitted through a portal or self-help option
- A user request submitted by email
- A supplier-identified outage
- An event-generated incident created automatically by monitoring software
- The support team identified an outage resulting from their monitoring of components
Incident output includes the following:
- Service restoration to a normal operational state
- Communications to incident stakeholders
- Incident records
- Problem records:
- Workarounds
- Known errors
- Incident symptoms
- Incident investigation and diagnosis information
- Change requests
- Service requests
- Incident performance measures
