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Incident Review and Closure (process SO 2.5)

The Incident Review and Closure process includes many steps to verify the success of implemented solutions and to verify that incidents are accurate and complete.

After a solution is implemented for an incident, the solution must be verified, typically by the group that implemented the solution. If necessary, the user can be contacted to verify the solution. The resolving group closes the incident and notifies the Service Desk to close the related interaction. When closing an incident, the likelihood of the incident recurring is determined and Problem Candidate is selected accordingly.

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

The Incident Review and Closure workflow is illustrated in the following figure:

Incident Review and Closure process

Process ID

Procedure or Decision

Description

Role

SO 2.5.1

Review incident

The Incident Analyst reviews the incident resolution description.

Incident Analyst

SO 2.5.2

Verify and confirm Resolution

The Incident Analyst verifies that the resolution is correct and complete and confirms the resolution. If required, the Incident Analyst is entitled to contact the User (see SO 2.7.3) to validate the resolution.

Incident Analyst

SO 2.5.3

Incident solved?

Is the incident solved with the offered resolution? If yes, continue with SO 2.5.4. If no, go to SO 2.3.3.

Incident Analyst
SO 2.5.4 Is it a major Incident? Major incident requires additional review at the stage. If it is a major incident, problem management activities may need to be undertaken to identify the root cause and take appropriate actions and plans to prevent future major incidents from occurring. Incident Analyst

SO 2.5.5

 Is it a possible Problem? If the incident can be a possible problem, it is marked as possible problem and closed. Else the incident is closed without being marked as a possible problem. Incident Analyst

SO 2.5.6

 Submit Incident as possible Problem The Incident Analyst submits the incident to Problem Management as a possible problem by checking the option to mark the Incident as a problem candidate. Incident Analyst

SO 2.5.7

Close Incident

The Incident Analyst closes the incident and selects the applicable resolution code.

Incident Analyst

SO 2.5.8

Incident initiated by an Event?

Was the incident initiated by an event? If yes, then the event must be confirmed by using the event management process. If no, go to SO 2.5.8.

Incident Analyst

SO 2.5.9

Incident initiated through an Interaction?

Was the incident initiated by an interaction? If yes, continue with the Interaction Closure process. If no, then stop.

Incident Analyst