1.5 Incident Resolution Procedure Flow Continued 1.5 Triggers Working Solution or Workaround Solution Inputs Updated Incident Record Associated Problem Record User Communication Updated Incident Record Outputs CR Information/ CR to Change Management Applied Solution General The purpose of this procedure is to ensure timely and verified resolution of incidents. Comments 1.5 Step Responsible Role Action Inform the client of corrective actions that will be applied to resolve the 1.5.1 Service Desk Analyst - incident. Tier 1/ Support Teams - Tier 2 Determine if a change is required and use your current Change Process to 1.5.2 Service Desk Analyst - perform the change. Tier 1/ Support Teams - Tier 2 Determine if a request for Change Request (CR) is required for incident resolution as defined within the Computing Division Change Management process and procedures (future requirement)
1.5 Incident Resolution Procedure Flow Continued 1.5 Triggers Working Solution or Workaround Inputs Solution Updated Incident Record Associated Problem Record Outputs User Communication Updated Incident Record CR Information/ CR to Change Management Applied Solution General Comments The purpose of this procedure is to ensure timely and verified resolution of incidents. 1.5 Step Responsible Role Action 1.5.1 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Inform the client of corrective actions that will be applied to resolve the incident. 1.5.2 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Determine if a change is required and use your current Change Process to perform the change. Determine if a request for Change Request (CR) is required for incident resolution as defined within the Computing Division Change Management process and procedures (future requirement)