Service Manager

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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 consists of the following:

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

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

3.Investigating the incident. See Investigating an Incident.

4.Resolving the incident. See Resolving Incidents.

5.Closing the incident. See Closing Incidents.