Page 337 - ITIL® Foundation 3.15

Resolution and recovery
Incident closure
End
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Resolution & Recovery
Recovery actions may involve:
• Asking the user to perform directed activities in attempt to resolve
• Service Desk agent implementing the resolution centrally (e.g., rebooting
a server), or remotely (such as using software to take control of the
user’s desktop)
• Specialist support groups being asked to implement specific recovery
actions (e.g. Network Support reconfiguring a router)
• A third-party supplier or maintainer being asked to resolve the fault.
NOTE: Sufficient testing must be performed to ensure that recovery action is complete and that the service has been fully restored to the user(s). Regardless of the actions taken, or who does them, the Incident record must be updated accordingly with all relevant information and details so that a full history is maintained. The resolving group should pass the incident back to the Service Desk for closure action.
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