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About the Incident Lifecycle

The following diagram illustrates the lifecycle of an incident.

Incident Lifecycle

The following diagram shows the various stages of an incident, including response and resolution times.

Incident States and Resolution Clock

The process to create and resolve incidents generally is:

1.Create an incident record. See About Creating an Incident.

2.Assign the incident to a Service Desk Analyst. See Assigning an Incident.

3.Investigate the incident. See Investigating an Incident.

4.Resolve the incident. See Resolving Incidents.

5.Close the incident. See Closing Incidents.