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Incident Management ITIL SOP

Incident Management ITIL SOP

Standard procedure for logging, diagnosing, resolving, and reviewing IT incidents using ITIL best practices.

Steps

  • Identify the incident
  • Log the incident in the ticketing system
  • Classify the incident severity and priority
  • Escalate the incident to the incident manager and resolver group
  • Diagnose the incident
  • Apply an approved workaround or resolution
  • Verify service restoration
  • Document the resolution and close the ticket
  • Review the incident for trends and corrective actions
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