Incidents must be identified as early as possible in its life cycle. This can be achieved through monitoring, Event Management or incidents being reported by customers or users.

In many situations, self help solutions are defined, which users can avail to resolve the encountered incidents. This activity encompasses detection of incidents and addresses how to log them accurately. It also includes categorizing an prioritizing incidents. All Incidents must be recorded with a unique identifier in the IT Service Management tool. Relevant details in terms of symptoms, configuration items impacted, urgency, user’s name, contact details, categorization, etc must also be captured for ease of analysis and resolution. These incidents must be tracked, monitored, and updated throughout their lifecycle.

In case of special types of incidents, for example: major incidents, security incidents, incidents
reported by VIPs or certain Client stakeholders, etc., the Incident Handler must trigger the
escalation procedures, as established in the Service Governance Plan.