Checklist Initial Analysis 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 "Initial Analysis of an Incident" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]
'''Source''': Checklist "Initial Analysis 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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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.