Incident Analyst

The Incident Analyst user role has the following responsibilities:

  • Review and accept or reject assigned incidents.
  • Investigate and diagnose the incident.
  • Document incident resolution or workaround in the Service Management application.
  • Implement incident resolution.
  • Verify that the incident is resolved and close the incident.

To execute this role, the Incident Analyst can perform the following tasks.

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows User Tasks
Incident Assignment (SO2.2)

Incident Investigation and Diagnosis (SO2.3)

Incident Resolution and Recovery (SO2.4)
Incident Closure (SO2.5)