2.1 Workflow from registering an incident as an Item to closing the Item

When an incident occurs on a business system, a service desk operator receives an inquiry about the incident and then registers the incident as an Item. Persons in charge of the incident management and problem management processes take measures for the Item. After the incident inquirer approves the results, the incident management administrator closes the Item.

The following shows the workflow from registering an incident as an Item to closing the Item.

Related topics

• 2.2 Registering an incident as an Item [service desk]

• 2.3 Assigning a person in charge and priority level to the Item [incident management]

• 2.4 Investigating the Item [incident management]

• 2.5 Escalating the Item [incident management]

• 2.6 Assigning a person in charge and priority level to the Item [problem management]

• 2.7 Investigating the Item [problem management]

• 2.8 Creating measures for the Item [problem management]

• 2.9 Checking and approving the measures for the Item [problem management]

• 2.10 Taking the measures for the Item [problem management]

• 2.11 Closing the Item [problem management]

• 2.12 Notifying the service desk of the completion of measures for an Item [incident management]

• 2.13 Notifying the incident inquirer of the completion of measures for the incident [service desk]

• 2.14 Closing the Item [incident management]

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