1.6 Triggers Resolved Incident with Applied Solution Incident Records Information about CR Inputs Known Solution or Workaround User Feedback Updated CR Information/CR to Change Management User Communication Applied Solution to Problem Management Outputs Known Error to Problem Management Updated Incident Record Confirmation if Service is Restored General The purpose of this procedure is to ensure timely and accurate restoration of service after Comments incident resolution. 1.6 Step Responsible Role Action Identify the solution to restore service. 1.6.1 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Inform the client of corrective actions to be taken to restore service. 1.6.2 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Determine if CR is required: 1.6.3 Service Desk Analyst - Tier 1/ If a CR is required, go to step 1.6.4. (1.6.4a) Support Teams -
1.6 Triggers Resolved Incident with Applied Solution Inputs Incident Records Information about CR Known Solution or Workaround User Feedback Outputs Updated CR Information/CR to Change Management User Communication Applied Solution to Problem Management Known Error to Problem Management Updated Incident Record Confirmation if Service is Restored General Comments The purpose of this procedure is to ensure timely and accurate restoration of service after incident resolution. 1.6 Step Responsible Role Action 1.6.1 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Identify the solution to restore service. 1.6.2 Service Desk Analyst - Tier 1/ Support Teams - Tier 2 Inform the client of corrective actions to be taken to restore service. 1.6.3 Service Desk Analyst - Tier 1/ Support Teams - Determine if CR is required: If a CR is required, go to step 1.6.4. (1.6.4a)
Fermilab%20Incident%20Management%20Business%20Process%20and%20Procedures%201.0.docx