Checklist Incident Record - ITIL V2: Difference between revisions

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'''&#8594; see also:''' [[Checklist Incident Record|ITIL Checklist Incident Record]], ''enhanced with many additions''
 
'''ITIL Process''': ITIL V2 [[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]]
 
'''Source''': Checklist "Incident Record" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]
 
 
 
The following data is recorded during the registration of an Incident:
 
* Unique ID of the Incident (usually allocated automatically by the system)
* Date and time of the creation (usually allocated automatically by the system)
* Service Desk agent responsible for the registration
* Caller/ User data
* Incident type (Service Interruption, Service Request)
* Description of symptoms
* Affected IT Service(s)
* Relevant SLAs
* Relationship 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
*** ...
* Link/ Attribution to another Incident (if a similar outstanding Incident exists, to which the new Incident is able to be attributed)
 
 
 
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[[Category:ITIL V2|Incident Record - ITIL V2]]
[[Category:Checklist (ITIL)|Incident Record - ITIL V2]]
[[Category:Incident Management|Incident Record - ITIL V2]]
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Latest revision as of 19:17, 12 January 2013

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