Checklist Closure of an Incident: Difference between revisions
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'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]] | <seo metakeywords="incident closure, incident closure process, incident closure checklist" metadescription="The following entries of an Incident Record are investigated for their integrity and completeness during the closure of an Incident: ..." /> | ||
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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] | |||
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'''ITIL Process''': ITIL V2 [[Service Support]] - [[Service Desk and Incident Management]] | |||
'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]] | '''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and 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] | |||
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** 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 33: | ||
* Date of the Incident resolution | * Date of the Incident resolution | ||
* Date of the Incident closure | * Date of the Incident closure | ||
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[[Category:Checklist (ITIL)|Incident Closure]] | |||
[[Category:Incident Management|Incident Closure]] | |||
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Revision as of 19:37, 26 July 2011
<seo metakeywords="incident closure, incident closure process, incident closure checklist" metadescription="The following entries of an Incident Record are investigated for their integrity and completeness during the closure of an Incident: ..." />
ITIL Process: ITIL V2 Service Support - Service Desk and Incident Management
Checklist Category: Checklists for Service Desk and Incident Management
Source: Checklist "Closure of an Incident" from the ITIL Process Map V2
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
