The Incident Manager must analyze the measurement and also the review findings from the above task, and identify improvement opportunities in the process. The identified improvement actions are communicated to and worked upon along with the Engagement Manager.

The Incident Manager should analyze measurement reports in order to identify failure points and improvement opportunities. Any Incident Management related operational risks, issues or escalations should feed into the analysis for improvements as well. Based on the analysis of failures, escalations, delays and current behavior of incidents, actions for improvement of the incident management process should be identified.

In many cases, the improvement opportunities and their corrective actions may extend to other processes like Security Management, Event Management, etc.

Based on the inferences of measurement analysis, the improvement actions should be identified. Once identified, the Incident Manager must collaborate with the Engagement Manager and implement the same.