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Incident Resolution and Recovery (process SO 2.4)

As part of the Incident Resolution and Recovery process, the Incident Analyst identifies and evaluates potential resolutions before those resolutions are applied and escalates incidents as necessary. The Incident Analyst may escalate an incident to the Incident Coordinator, including those incidents that require a change. If the Incident Analyst does not have the required level of permissions to implement a change, the Incident Analyst reassigns the incident to another group that can implement the resolution. As soon as it becomes clear that the assigned support group is unable to resolve the incident or if the target time period for first-point resolution is exceeded, the incident must be immediately escalated.

The objectives of the Incident Resolution and Recovery process are to ensure that:

  • Recorded incidents include a resolution or workaround and information is complete.
  • Incidents that require a change are escalated to the Incident Coordinator.
  • Incidents for which the Incident Analyst has the required level of permissions are tested and implemented by the Incident Analyst in a production environment.
  • Any incidents that the Incident Analyst does not have permissions to implement are reassigned to the applicable group for resolution implementation.
  • Any implementation errors that occur during incident resolution correctly trigger resolution reversal and reinvestigation and diagnosis of the incident.
  • The Incident Analyst initiates all required escalations.

You can see the details of this process in the following figure and table.

The Incident Resolution and Recovery workflow is illustrated in the following figure:

Incident Resolution and Recovery process

Process ID

Procedure or Decision

Description

Role

SO 2.4.1

Review Incident

The Incident Analyst reviews the incident information for the supplied resolution or workaround.

Incident Analyst

SO 2.4.2

Change/ Service Request required to Resolve?

The Incident Analyst determines whether the resolution provided needs to be implemented by using a Change or Service Request.

If yes, go to SO 2.6.1 for the Incident Coordinator to determine how to resolve the Incident. If not, go to SO 2.4.3 to determine whether the Analyst is entitled to implement the resolution.

Incident Analyst

SO 2.4.3

Analyst entitled to implement resolution?

The Incident Analyst must judge if he/she has the permissions to implement the resolution. If yes, continue with SO 2.4.4. If no, go to SO 2.4.7.

Incident Analyst

SO 2.4.4

Implement resolution

The Incident Analyst tests the resolution and implements it in the production environment.

Incident tasks can be created for resolution implementation if required.

Incident Analyst

SO 2.4.5

Errors occurred?

When there are errors during the implementation of a resolution, the Incident Analyst reverses the solution and the incident is returned to the investigation and diagnosis phase. If yes, go to SO 2.4.6. If no, continue with SO 2.5.1.

Incident Analyst

SO 2.4.6

Escalation required?

Determine if escalation to the Incident Coordinator is required at this point in the resolution process. If yes, go to the Incident Escalation process. If no, go to SO 2.3.3.

Incident Analyst

SO 2.4.7

Reassign to other group

When the Incident Analyst is not entitled to implement the solution, the analyst must reassign the incident to a support group or applicable vendor that can implement the solution.

Incident Analyst

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