it operations - incident process workflow

IT Operations Workflows Incident Process

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IT Operations Workflows

Incident Process

User

incident

User searches for

knowledgebase

Found

Resolution?

Refer Knowledgebase and self-resolve

Yes

Issue

Resolved?

Self-Closure

Incident Management

Self Help Workflow

Page 3: IT Operations - Incident Process Workflow

Phone Call

Incident Identification & Logging

Incident Categorization

KB not found / KB didn’t

resolved issue

IT service portal Email

Service Request Request Fulfillment

Management

Incident Prioritization

Yes

Functional/Technic

al Escalation?Management Escalations/

Diagnosis

Investigation & Diagnosis

Functional

Technical

Incident Process Flowchart

Page 4: IT Operations - Incident Process Workflow

Resolution & Recovery

Change Required Change Management

Incident Closure

Yes

Incident Process Flowchart

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