Checklist Initial Analysis of an Incident

From IT Process Wiki

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

Checklist Category: Checklists for Service Desk and Incident Management

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

Using the assignment of the Incident to CIs and to Product and Incident categories, the Support Knowledge Base is searched for:

• Known Solutions
• Known Workarounds
• Known Errors

If it becomes apparent during the initial analysis that the attributions originally assigned were not applicable, these are corrected:

• Relationships to CIs
• Product category, usually selected from a category-tree according to the following example
  • Client PC
    • Standard configuration 1
    • ...
  • Printer
    • Manufacturer 1
    • ...
  • Incident category, i.e.
    • Hardware error
    • Software error
    • ...