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/ | '''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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<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 19:58, 29 March 2019
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
- ...
- Client PC
By: Stefan Kempter 
, IT Process Maps.
