Checklist Closure of an Incident: Difference between revisions
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'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk | '''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk | ||
'''Source''': Checklist "Closure of an Incident" from the [https://en.it-processmaps.com/products/ | '''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] | ||
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<html><a rel="author" href="https:// | <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> | ||
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Latest revision as of 18:59, 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.
