Checklist Closure of an Incident

ITIL Process: Service Support - Service Desk and Incident Management

Checklist Category: Checklists for Service Desk and Incident Management

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"œ into "Initial Analysis Completed"
  • "Initial Analysis Completed" into "Assigned to 2nd Level Support"
  • ...
  • "€žResolved"€œ 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