Closure of the incident is last activity in the incident life cycle and can happen only when the incident has been resolved and user is satisfied with the outcome. Once the resolution is provided and recovery actions are completed by the Incident Resolver, the status of the incident is updated as “Resolved” and passed on to Incident Handler. It is Incident Handlers responsibility to close all incidents. The Incident Handler should also verify incident documentation and ensure full history is maintained.

For closing the incident, the Incident handler must contact the User to ensure that the service is recovered, there are no issues and the user is satisfied. Incident closure may also include some post-closure activities such as opening the related problem or revising resolution categorization. Completion of these steps conclude the Incident Management process.