Checklist Closure of an Incident

Checklist Closure of an Incident - Template Closure of an Incident

 

ITIL Process: ITIL Service Operation - Incident Management

Checklist Category: ITIL Templates - Incident Management / Service Desk

Source: Checklist "Closure of an Incident" from the ITIL Process Map V2  | ⯈  ITIL Process Map V3

 

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" into "Initial Analysis Completed"
  • "Initial Analysis Completed" into "Assigned to 2nd Level Support"
  • ...
  • "Resolved" 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

 

By:  Stefan Kempter , IT Process Maps.