Incident Resolution Process

Structured incident resolution procedure with escalation paths, SLA tracking, verification steps, and knowledge capture for IT service management.

Capabilities

• Defines resolution steps with time targets and escalation triggers per priority level
• Tracks SLA compliance with automated alerts and escalation at breach thresholds
• Enforces verification and testing steps before tickets can be closed
• Captures resolution notes and root cause analysis for knowledge base enrichment

Overview

The Incident Resolution Process defines the step-by-step procedure for resolving IT service incidents, from initial diagnosis through resolution verification and knowledge capture. It enforces SLA targets, escalation paths, and verification requirements while ensuring that every resolution enriches the team’s institutional knowledge.

How It Works

When a ticket is assigned to a technician, the resolution process activates with the ticket context — classification, suggested solutions, related incidents, and SLA targets — already populated. Each step has defined time targets and escalation triggers. Before a ticket can be closed, the process enforces verification steps and captures resolution notes that feed back into the Knowledge Suggestion Engine for future tickets.