Use > Incident Management > Incident Management workflows and user tasks

Incident Management workflows and user tasks

Incident Management enables you to categorize and track various types of incidents (such as service unavailability or performance issues and hardware or software failures), and ensures that incidents are resolved within agreed-on service level targets.

Incident Management workflow

ITIL Workflows User Tasks
Incident logging and categorization (SO2.1)
Incident Assignment (SO2.2)
Incident Investigation and Diagnosis (SO2.3)
Incident Resolution and Recovery (SO2.4)
Incident Closure (SO2.5)
Incident Escalation (SO2.6)
Service Level Agreement Monitoring (SO2.7)
OLA and UC Monitoring (SO2.8)
Complaint Handling (SO2.9)

Related topics

Incident Management overview

Incident Management workflows and user tasks
Processes and Best Practices