Activity: 02.04 - Diagnose Incident And Develop Solution

Once the ticket is passed to the Incident Resolver, a detailed investigation of the incident must be carried out, based on which a resolution for the incident must be developed.

The incident which cannot be resolved by the Incident Handler is passed on to the Incident Resolver for further investigation and diagnosis.The Incident Resolver team understands the actual symptoms of the incident to come up with the resolution to restore the system quickly. Specailist team or multiple support functions may be involved for the resolution of the incident. The incident resolution can be through a work around or a permanant solution. Since the focus here is to restore the service as soon as possible, work arounds need to be provided, where the permanent fix takes time. Functional or hierarchical escalation takes place in case issue or delay is forseen in resolution. The Incident Manager or Incident Handler must continue to monitor incidents and ensure updates or status is provided to the User at required intervals.