Page 327 - ITIL® Foundation 3.15

Incident Management Process Workflow
Event management
Web interface
Phone Call
No
Email
To request fulfilment (if this is a service request) or service portfolio management (if this is a change proposal)
Incident identification
Is this really an incident?
Yes
Incident logging
Incident categorization
Incident prioritization
Major incident procedure
Initial diagnosis
Functional escalation
Yes
Yes
Functional escalation
No
Yes
Yes
Major incident No
Escalation Needed?
No
Resolution identified?
Yes
No
Management escalation
Hierarchic No escalation
Investigation And diagnosis
Resolution and recovery
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Incident closure
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