The Incident Resolver must implement the validated resolution to resolve the incident. This may be a repetitive activity. In case the resolution is not successful in the first run, it should again be sent back to the investigation step and tasks should be repeated till the successful resolution. In certain scenarios, the resolution may also need changes to the configuration items. In such cases Change Management process should be triggered This task may include coordination between multiple teams such as User, service providers, support groups and others.

The Incident Manager must monitor the task for appropriate actions and status. The Incident Record must be updated with all relevant information and details about the resolution, so that complete history is maintained. If the resolution time is approaching the agreed service level, the Incident Resolver must be contacted to obtain an ‘estimate to complete’ and escalation