| The aim of Incident Management process is to restore services as quickly as possible with minimal business impact.
Therefore, the nature of the resolution identified could be either a temporary “work-around” or a permanent fix. At times
the permanent solution may also need change in the configuration items. In such cases Change Management process is
triggered. The Incident Resolver must apply the resolution and test the same for acceptance. In certain cases, the testing
would be done in conjunction with the user. The resolution must be updated in the Incident Record. If any delay or issue is
anticipated which would impact the SLA, the Incident Manager must trigger the escalation procedures. Both incident
resolution and the recovery may require action from multiple teams, in such cases Incident Manager must ensure good
coordination to avoid conflict between teams. |
