Incident Process Workflow

1. IT Operations Workflows
Incident Process

2. User
incident
User searches for
knowledgebase
Found
Resolution?
No
Yes
Refer Knowledgebase and self-resolve
Issue
Resolved?
Self-Closure
No
Incident Management
Self Help Workflow

3. KB not found / KB didn’t
resolved issue
IT service portal Phone Call
Email
Incident Identification & Logging
Incident Categorization
Service Request Request Fulfillment
Management
No
Incident Prioritization
Yes
Functional/Technic
al Escalation?
Management Escalations/
Diagnosis
Investigation & Diagnosis
C1
Functional
Technical
Incident Process Flowchart

4. C1
Change Required Change Management
Resolution & Recovery
Incident Closure
Yes
No
Incident Process Flowchart