Incident Closure The Service Desk should check that the incident is fully resolved and that the users are satisfied and willing to agree the incident can be closed. The Service Desk should also check the following:
- Closure categorization
- User satisfaction survey
- Incident documentation
- Ongoing
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Incident Initial diagnosis If the incident has been routed via the Service Desk, the Service Desk Analyst must carry out initial diagnosis, typically while the user is still on the telephone – if the call is raised in this way – to try to discover
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Incident Investigation and Diagnosis In the case of incidents where the user is just seeking information, the Service Desk should be able to provide this fairly quickly and resolve the service request – but if a fault is being reported, this is an incident and likely
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Incident Resolution and Recovery When a potential resolution has been identified, this should be applied and tested. The specific actions to be undertaken and the people who will be involved in taking the recovery actions may vary, depending upon the nature of the fault. Incident categorization Part of the initial logging must be to allocate suitable incident categorization coding so that the exact type of the call is recorded. This will be important later when looking at incident types/frequencies to establish trends for use in Problem Management, Supplier
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Incident escalation - Functional escalation
- Hierarchic escalation Incident identification Work cannot begin on dealing with an incident until it is known that an incident has occurred. It is usually unacceptable, from a business perspective, to wait until a user is impacted and contacts the Service Desk. As far as possible, all
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Incident logging All incidents must be fully logged and date/time stamped, regardless of whether they are raised through a ServiceDesk telephone call or whether automatically detected via an event alert. Incident prioritization Another important aspect of logging every incident is to agree and allocate an appropriate prioritization code – as this will determine how the incident is handled both by support tools and support staff. | 
ITIL V3 Foundation Schulung