Checklist Initial Analysis of an Incident

ITIL Process: Service Support - Service Desk and Incident Management

Checklist Category: 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
    • ...