Checklist Initial Analysis of an Incident: Difference between revisions

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Image:ITIL-Wiki-deutsch.jpg|right|Checklist Initial Analysis of an Incident - Template Initial Analysis of an Incident
Image:ITIL-Wiki-deutsch.jpg|right|Checklist Initial Analysis of an Incident - Template Initial Analysis 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]]
 
'''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 [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]


 
<p>&nbsp;</p>


Using the assignment of the Incident to CIs and to Product and Incident categories, the Support Knowledge Base is searched for:
Using the assignment of the Incident to CIs and to Product and Incident categories, the Support Knowledge Base is searched for:
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<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>


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Revision as of 16:39, 3 August 2013

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

 

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
      • ...

 

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