ITIL Best Practices Incident Management and Resolution

• Incident Management Dashboard
• A - Obtain Service Request Detail
• B - Classification
• C - Service Desk Resolution
• D - No Known Resolution
• E - Major Incident Determination
• F - Major Incident Procedure (part 1)
• G - Major Incident Procedure (part 2)
• H - Investigation
• I - Resolver Group Assignment
• J - Diagnosis
• K - Troubleshooting Complex Incidents
• L - Resolution and Recovery
• M - Closure