Checklist Initial Analysis of an Incident - Revision history

Andrea at 17:58, 29 March 2019

2019-03-29T17:58:35Z

← Older revision		Revision as of 19:58, 29 March 2019
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	'''Checklist Category''': [[ITIL-Checklists\|ITIL Templates]] - Incident Management / Service Desk		'''Checklist Category''': [[ITIL-Checklists\|ITIL Templates]] - Incident Management / Service Desk

	'''Source''': Checklist "Initial Analysis of an Incident" from the [https://en.it-processmaps.com/products/~~product-versions~~-~~itil~~-v3.html ITIL Process Map V2]		'''Source''': Checklist "Initial Analysis of an Incident" from the ITIL Process Map V2  \| ⯈  [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]

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	<html><a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>		<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->

Andrea at 14:39, 3 August 2013

2013-08-03T14:39:37Z

← Older revision		Revision as of 16:39, 3 August 2013
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	<~~seo metakeywords~~="incident initial analysis, incident analysis checklist, incident analysis template" ~~metadescription~~="Initial Analysis of an Incident. Using the assignment of the Incident to CIs and to Product and Incident categories, the Support Knowledge Base ..." />		<itpmch><title>Checklist Initial Analysis of an Incident \| IT Process Wiki</title>
			<meta name="keywords" content="incident initial analysis, incident analysis checklist, incident analysis template" />
			<meta name="description" content="Initial Analysis of an Incident. Using the assignment of the Incident to CIs and to Product and Incident categories, the Support Knowledge Base ..." />
			</itpmch>
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-deutsch.jpg\|right\|Checklist Initial Analysis of an Incident - Template Initial Analysis of an Incident		Image:ITIL-Wiki-deutsch.jpg\|right\|Checklist Initial Analysis of an Incident - Template Initial Analysis of an Incident
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	~~'''ITIL Process''': ITIL V2 [[Service Support]] - [[Service Desk and Incident Management]]~~		<p> </p>

	'''Checklist Category''': [[ITIL-Checklists~~#Checklists for Service Desk and~~ Incident Management~~\|Checklists for~~ Service Desk ~~and Incident Management]]~~		'''ITIL Process''': [[ITIL Service Operation]] - [[Incident Management]]

			'''Checklist Category''': [[ITIL-Checklists\|ITIL Templates]] - Incident Management / Service Desk

	'''Source''': Checklist "Initial Analysis of an Incident" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]		'''Source''': Checklist "Initial Analysis of an Incident" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]

			<p> </p>

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

			<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->

Andrea at 18:36, 26 July 2011

2011-07-26T18:36:26Z

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-'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]]
+<seo metakeywords="incident initial analysis, incident analysis checklist, incident analysis template" metadescription="Initial Analysis of an Incident. Using the assignment of the Incident to CIs and to Product and Incident categories, the Support Knowledge Base ..." />
 '''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]]
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 *** Software error
 *** ...

Andrea at 08:57, 2 November 2007

2007-11-02T08:57:11Z

New page

'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]]

'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]]

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
*** ...