Checklist Closure of an Incident

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ITIL Process: ITIL V2 Service Support - Service Desk and Incident Management

Checklist Category: Checklists for Service Desk and Incident Management

Source: Checklist "Closure of an Incident" from the ITIL Process Map V2

The following entries of an Incident Record are investigated for their integrity and completeness during the closure of an Incident:

• Protocol of actions
  • Person in charge
  • Support Group
  • Time and Date
  • Description of the activity
• History of status changes, for example
  • "New"œ into "Initial Analysis Completed"
  • "Initial Analysis Completed" into "Assigned to 2nd Level Support"
  • ...
  • "žResolved" into "Closed"
• Documentation of applied Workarounds
• Documentation of the root cause of the Service interruption
• Documentation of the applied resolution to eliminate the root cause
• Date of the Incident resolution
• Date of the Incident closure