Checklist Closure of an Incident: Difference between revisions

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Image:ITIL-Wiki-deutsch.jpg|right|Checklist Closure of an Incident - Template Closure of an Incident
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'''ITIL Process''': ITIL V2 [[Service Support]] - [[Service Desk and Incident Management]]
<p>&nbsp;</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]]
 
'''Source''': Checklist "Closure of an Incident" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]


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


'''Source''': Checklist "Closure 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]


<p>&nbsp;</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:
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* Date of the Incident closure
* Date of the Incident closure


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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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Latest revision as of 18:59, 29 March 2019

Checklist Closure of an Incident - Template Closure of an Incident
Checklist Closure of an Incident - Template Closure of an Incident


 

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.

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