Information Technology

IT Incident Management

ITIL-based incident management from detection to post-mortem.

12steps

13connections

Loading diagram: Interactive BPMN diagram with 12 steps for the "IT Incident Management" process.

Interactive BPMN diagram with 12 steps for the "IT Incident Management" process.

Log Incident
Classify and Prioritize
Assign to On-Call Engineer
Assign to Support Team
Diagnose Root Cause
Implement Fix
Verify Resolution
Conduct Post-Mortem

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Process steps

Log Incident

Help Desk · ITSM Tool

Classify and Prioritize

Help Desk · ITSM Tool

Assign to On-Call Engineer

System · PagerDuty

Assign to Support Team

Help Desk · ITSM Tool

Diagnose Root Cause

Engineer · Monitoring

Implement Fix

Engineer · Deployment Tool

Verify Resolution

QA Engineer · Monitoring

Conduct Post-Mortem

Team Lead · Confluence

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