Checklist Incident Record

ITIL Process: Service Support - Service Desk and Incident Management

Checklist Category: Checklists for Service Desk and Incident Management

The following data is recorded during the registration of an Incident:

• Unique ID of the Incident (usually allocated automatically by the system)
• Date and time of the creation (usually allocated automatically by the system)
• Service Desk agent responsible for the registration
• Caller/ User data
• Incident type (Service Interruption, Service Request)
• Description of symptoms
• Affected IT Service(s)
• Relevant SLAs
• Relationship 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
    • ...
• Link/ Attribution to another Incident (if a similar outstanding Incident exists, to which the new Incident is able to be attributed)