Checklist Initial Analysis of an Incident: Difference between revisions

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'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]]
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<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 ..." />
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Image:ITIL-Wiki-deutsch.jpg|right|Checklist Initial Analysis of an Incident - Template Initial Analysis of an Incident
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'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]]
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'''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 ITIL Process Map V2 &nbsp;| &#11208;&nbsp; [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]
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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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*** Software error
*** Software error
*** ...
*** ...
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<html>By:&#160;&#160;Stefan Kempter&#160;<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>
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[[Category:Checklist (ITIL)|Incident Initial Analysis]]
[[Category:Incident Management|Incident Initial Analysis]]
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Latest revision as of 18:58, 29 March 2019

Checklist Initial Analysis of an Incident - Template Initial Analysis of an Incident
Checklist Initial Analysis of an Incident - Template Initial Analysis of an Incident


 

ITIL Process: ITIL Service Operation - Incident Management

Checklist Category: ITIL Templates - Incident Management / Service Desk

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

 

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
      • ...

 

By:  Stefan Kempter , IT Process Maps.

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