Activity: 02.03 - Provide Initial Support

This activity would typically involve the initial investigation that must be done on an incident to look for its prior occurrence and resolutions provided. If the Incident Handler is unable to provide a workaround for the incident based on the available information, the incident must be escalated to the appropriate team for further diagnosis.

During the initial support, the Incident Handler tries to understand the actual incident symptoms of the incident. Incident Handler may ask series of questions to User to understand what the issue is. Based on the symptoms, Incident Handler tries to resolve the incident. Incident Handler may use techniques like “incident matching” or “running diagnostic scripts” or “referring to known error database” etc. to provide the resolution to incident.

If the incident cannot be resolved by the Incident Handler, it is transfered to the next level resolver team. Incident attributes like type of incident, priority, impacted service, classification, etc. gathered in the previous activity help to identify the most appropriate Incident Resolver. The Incident Resolver can accept or reject the incident assigned in their queue. In case the incident is bouncing between multiple resolving teams, the Incident Manager must intervene to assign it to the appropriate Incident Resolver.