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 consists of the following:

1.Creating an incident record

2.Assigning the incident to a Service Desk Analyst

3.Investigating the incident

4.Resolving the incident

5.Closing the incident