Checklist Closure of an Incident: Difference between revisions
From IT Process Wiki
No edit summary |
No edit summary |
||
| (2 intermediate revisions by the same user not shown) | |||
| Line 1: | Line 1: | ||
<itpmch><title>Checklist Closure of an Incident | IT Process Wiki</title> | |||
<meta name="keywords" content="incident closure, incident closure process, incident closure checklist" /> | |||
<meta name="description" content="The following entries of an Incident Record are investigated for their integrity and completeness during the closure of an Incident: ..." /> | |||
</itpmch> | |||
<imagemap> | |||
Image:ITIL-Wiki-deutsch.jpg|right|Checklist Closure of an Incident - Template Closure of an Incident | |||
default [https://wiki.de.it-processmaps.com/index.php/Checkliste_Schließen_eines_Incidents diese Seite auf Deutsch] | |||
desc none | |||
</imagemap> | |||
<br style="clear:both;"/> | |||
<p> </p> | |||
'''ITIL Process''': [[ITIL Service Operation]] - [[Incident Management]] | |||
'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk | |||
'''Source''': Checklist "Closure of an Incident" from the ITIL Process Map V2 | ⯈ [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | |||
<p> </p> | |||
The following entries of an Incident Record are investigated for their integrity and completeness during the closure of an Incident: | The following entries of an Incident Record are investigated for their integrity and completeness during the closure of an Incident: | ||
| Line 12: | Line 28: | ||
** Description of the activity | ** Description of the activity | ||
* History of status changes, for example | * History of status changes, for example | ||
** "New" | ** "New" into "Initial Analysis Completed" | ||
** "Initial Analysis Completed" into "Assigned to 2nd Level Support" | ** "Initial Analysis Completed" into "Assigned to 2nd Level Support" | ||
** ... | ** ... | ||
** " | ** "Resolved" into "Closed" | ||
* Documentation of applied Workarounds | * Documentation of applied Workarounds | ||
* Documentation of the root cause of the Service interruption | * Documentation of the root cause of the Service interruption | ||
| Line 21: | Line 37: | ||
* Date of the Incident resolution | * Date of the Incident resolution | ||
* Date of the Incident closure | * Date of the Incident closure | ||
<p> </p> | |||
<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: --> | |||
[[Category:Checklist (ITIL)|Incident Closure]] | |||
[[Category:Incident Management|Incident Closure]] | |||
<!-- --- --> | |||
Latest revision as of 19:59, 29 March 2019
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.
