Activity: 02.11 - Complete Incident Management Process

The purpose of this activity is to ensure that the hand-over activities are completed as per plan. In this activity, The Incident Manager produce a consolidated view of how effectively the Incident Management activities are handled in the engagement, capture the experience gained and recommend any areas of improvement so that it can be reused in other services.

At the closure of the Service Engagement, the Incident Manager along with Engagement Manager and Client must define the terms and conditions for handover of Incident Management process. Key resources in the Incident Management handover activity must be identified. Their roles and responsibility needs to be determined and agreed on. Defining the terms and conditions of handover ensures the success of transition of Incident Management process. Planning for handover must cover all activities within Incident Management, along with timelines and resources details.

At the end of the handover activity, the Incident Manager must produce Incident Management Summary which summarizes the lessons learnt and any recommendations for potential improvement of Incident Management Process.