Page 334 - ITIL® Foundation 3.15
P. 334
Initial Diagnosis
Initial Diagnosis & attempts to Resolve
• Identify the full set of symptoms • Methods for speedy resolution
• Diagnostic scripts
• Prior incident matching • Prior problem matching • Known error matching
• Solve and close, or
• Escalate to appropriate technical resource
• Each ticket must have a unique reference number assigned
! 1st Line Support with User on Phone ! Rule out the obvious
! Solve or Escalate
Copyright © 2018. Knowledge ToolWorks. All Rights Reserved.
