8/29/23, 3:40 PM Incident Resolution and Recovery (process SO 2.

4)

Develop > Processes and Best Practices > Incident Management Workflows > Incident Resolution and Recovery
(process SO 2.4)

Incident Resolution and Recovery

(process SO 2.4)
As part of the Incident Resolution and Recovery process, the Incident Analyst identifies and evaluates
potential resolutions before those resolutions are applied and escalates incidents as necessary. The
Incident Analyst may escalate an incident to the Incident Coordinator, including those incidents that
require a change. If the Incident Analyst does not have the required level of permissions to implement a
change, the Incident Analyst reassigns the incident to another group that can implement the resolution.
As soon as it becomes clear that the assigned support group is unable to resolve the incident or if the
target time period for first-point resolution is exceeded, the incident must be immediately escalated.

The objectives of the Incident Resolution and Recovery process are to ensure that:

Recorded incidents include a resolution or workaround and information is complete.

Incidents that require a change are escalated to the Incident Coordinator.
Incidents for which the Incident Analyst has the required level of permissions are tested and
implemented by the Incident Analyst in a production environment.
Any incidents that the Incident Analyst does not have permissions to implement are reassigned to the
applicable group for resolution implementation.
Any implementation errors that occur during incident resolution correctly trigger resolution reversal
and reinvestigation and diagnosis of the incident.
The Incident Analyst initiates all required escalations.

You can see the details of this process in the following figure and table.

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8/29/23, 3:40 PM Incident Resolution and Recovery (process SO 2.4)

The Incident Resolution and Recovery workflow is illustrated in the following figure:

Incident Resolution and Recovery process

Process Procedure or Description Role
ID Decision

SO 2.4.1 Review Incident The Incident Analyst reviews the incident information for Incident
the supplied resolution or workaround. Analyst

SO 2.4.2 Change/ Service The Incident Analyst determines whether the resolution Incident
Request required provided needs to be implemented by using a Change or Analyst
to Resolve? Service Request.

If yes, go to SO 2.6.1 for the Incident Coordinator to

determine how to resolve the Incident. If not, go to SO
2.4.3 to determine whether the Analyst is entitled to
implement the resolution.

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8/29/23, 3:40 PM Incident Resolution and Recovery (process SO 2.4)

Process Procedure or Description Role

ID Decision

SO 2.4.3 Analyst entitled to The Incident Analyst must judge if he/she has the Incident
implement permissions to implement the resolution. If yes, continue Analyst
resolution? with SO 2.4.4. If no, go to SO 2.4.7.

SO 2.4.4 Implement The Incident Analyst tests the resolution and implements Incident
resolution it in the production environment. Analyst

Incident tasks can be created for resolution

implementation if required.

SO 2.4.5 Errors occurred? When there are errors during the implementation of a Incident
resolution, the Incident Analyst reverses the solution and Analyst
the incident is returned to the investigation and diagnosis
phase. If yes, go to SO 2.4.6. If no, continue with SO
2.5.1.

SO 2.4.6 Escalation Determine if escalation to the Incident Coordinator is Incident

required? required at this point in the resolution process. If yes, go Analyst
to the Incident Escalation process. If no, go to SO 2.3.3.

SO 2.4.7 Reassign to other When the Incident Analyst is not entitled to implement the Incident
group solution, the analyst must reassign the incident to a Analyst
support group or applicable vendor that can implement
the solution.

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