The Incident Management Process – ITIL Framework

How does Incident Management work?

Incident Management is responsible for managing the life cycle of an incident, starting from Incident Definition, creation till closure. Incident Management process is structured to manage Incidents reported manually or automatically by an event management tool, or users or service desk technician through self-service portal, by telephone, email or in person.

ITIL is a framework, not a rigid set of Principals, to manage effective IT service delivery, adaptable by organizations to meet their AMS ( Application Management Service ) delivery needs.

ITIL Incident Management Process Flow

UKB IT Solutions Pvt Ltd - The Incident Management Process

1) Incident identification

Usually Incidents are identified at a very early stage through Manual/Automated events monitoring, even before a user is impacted. However, this isn’t always the case. Sometimes Incidents are identified by the impacted user reporting it to the service desk.

2) Incident logging

Any Incident has to be logged in maintain a complete historical record. All Incidents, regardless of the method used to identify and report them to the service desk, must be logged with all relevant details, including user information, description, date/time, related Configuration Items from the service-now CMDB (configuration management database ), associated Problem, resolution details & closure information.


3) Incident classification


When an incident is logged, all appropriate categories must be selected in order to assign, escalate and monitor frequencies and Incident trends.


4) Incident prioritization


Priority assignment is very critical in determining how, when and by whom the incident will be handled. Priority is set based on the level of urgency. Basically depends on number of affected users and its impact on the business. Prioritization and SLA (Service Level Agreements) determines how quickly resolution is required.


5) Incident assignment or escalation

As an initial attempt service desk technician tries to resolve the Incident. In case if the service desk fails to provide resolution, then the Incident is escalated to the appropriate level of support, possibly involving either second or third level technical support who possess the adequate skills to resolve the Incident.


6) Incident investigation and diagnosis

This step takes place immediately in order to determine the best course for correction. The technician may rely on the knowledge base, FAQs or KEDB (known errors data base) for diagnosis and resolution.


7) Incident resolution

Once resolved, the solution can be implemented and tested to confirm service recovery. Then the solution is to be updated in KEDB for future reference.


8) Incident closure

After confirmation that the Incident has been successfully resolved, and the end-user is satisfied, with end-user’s conformation Incident can be closed. The service desk should ensure that the initial Incident classification details are accurate for future reference and reporting.


8) Communication / User satisfaction survey

A user communication with end user has to be initiated for satisfaction survey to determine overall satisfaction with service delivery. This is one of the most effective ways to build and maintain a positive relationship with your customers and users,

Paying close attention and implement improvements based on their feedback builds strong trust and positive customer relationship. There are several methods of gathering feedback including after-call surveys, Email surveys and the online survey.

Below are few best practices one ideally follows when developing a user satisfaction survey:

  • Purpose of the survey
  • survey randomly to achieve accurate results
  • Keep it short, yet thorough
  • Clearly state your questions
  • No open-ended questions
  • Share survey results and improvement Plans


Outlined above lifecycle is an easy way to adapt organizational hierarchy and process workflows to fit with an easy management of AMS (Application Management Services) framework. By doing so, can achieve better customer service, customer satisfaction, and deliver much more value back to the business.