LP4.6: Resolve incidents and service requests - Revision history

Andrea at 17:04, 27 February 2025

2025-02-27T17:04:12Z

← Older revision		Revision as of 19:04, 27 February 2025
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	<meta name="keywords" content="how to resolve incidents, how to resolve service requests, yasm incident management, incident management process" />		<meta name="keywords" content="how to resolve incidents, how to resolve service requests, yasm incident management, incident management process" />
	<meta name="description" content="The incident management process in YaSM is responsible for resolving service incidents (reports of suspected or actual service failures) or requests for service. In the case of service incidents, the primary objective of this process is to return the service to users as quickly as possible." />		<meta name="description" content="The incident management process in YaSM is responsible for resolving service incidents (reports of suspected or actual service failures) or requests for service. In the case of service incidents, the primary objective of this process is to return the service to users as quickly as possible." />
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	<meta property="og:title" content="LP4.6: Resolve incidents and service requests \| YaSM Service Management Wiki" />		<meta property="og:title" content="LP4.6: Resolve incidents and service requests \| YaSM Service Management Wiki" />
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/LP4.6:_L%C3%B6sen_von_Incidents_und_Service_Requests"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/LP4.6:_L%C3%B6sen_von_Incidents_und_Service_Requests"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>
	~~<p> </p>~~

	<p><b>Process name:</b> <a href="#Process_description">Resolve incidents and service requests</a> - <b>Part of:</b> <a href="/wiki/en/index.php/Service_Management_Processes#Service_lifecycle_processes" title="The service lifecycle processes in YaSM service management">Service lifecycle processes</a> - <a href="/wiki/en/index.php/LP4:_Operate_the_services" title="LP4: Operate the services">Operate the services</a>		<p><b>Process name:</b> <a href="#Process_description">Resolve incidents and service requests</a> - <b>Part of:</b> <a href="/wiki/en/index.php/Service_Management_Processes#Service_lifecycle_processes" title="The service lifecycle processes in YaSM service management">Service lifecycle processes</a> - <a href="/wiki/en/index.php/LP4:_Operate_the_services" title="LP4: Operate the services">Operate the services</a>
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	<meta itemprop="dateCreated" content="2024-05-23" />		<meta itemprop="dateCreated" content="2024-05-23" />
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	<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" title="Resolve incidents and service requests. - YaSM incident management process LP4.6"><img srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" fetchpriority="high" decoding="async" width="800" height="600" class="mw-file-element" alt="Fig. 1: Resolve incidents and service requests. - YaSM incident management process LP4.6. - Related with: Practice of ITIL 4 incident management and ITIL 4 service request management." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: 'Resolve incidents and service requests'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" title="YaSM incident management LP4.6">YaSM incident management and service request management process ('LP4.6')</a>.</span></figcaption></figure></div>		<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" title="Resolve incidents and service requests. - YaSM incident management process LP4.6"><img srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" fetchpriority="high" decoding="async" width="800" height="600" class="mw-file-element" alt="Fig. 1: Resolve incidents and service requests. - YaSM incident management process LP4.6. - Related with: Practice of ITIL 4 incident management and ITIL 4 service request management." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: 'Resolve incidents and service requests'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" title="YaSM incident management LP4.6">YaSM incident management and service request management process ('LP4.6')</a>.</span></figcaption></figure></div>
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	<p>Is based on: The incident resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<p>Is based on: The incident resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
	<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/><p></html>		<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/><p></html>

			==Video==

			<html><figure class="mw-halign-left" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/yasm-incident-management-support" title="Start the video: Service operation in YaSM"><img srcset="https://yasm.com/en/content/videos/yasm-incident-management-support/400px/yasm-service-support-incident-management.jpg 400w, https://yasm.com/en/content/videos/yasm-incident-management-support/480px/yasm-service-support-incident-management.jpg 480w, https://yasm.com/en/content/videos/yasm-incident-management-support/yasm-service-support-incident-management.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/yasm-incident-management-support/yasm-service-support-incident-management.jpg" decoding="async" width="400" height="225" class="mw-file-element" alt="Video about the service operation process: Don't leave customer support to luck." /></a>
			<figcaption><span style="font-variant:small-caps;"><a href="https://yasm.com/en/videos/yasm-incident-management-support" title="Start the video: Service operation in YaSM">Start the video: YaSM service operation</a></span></figcaption></figure>
			<p style="margin-top: 0px;">In this video with Stefan Kempter you'll learn more about why service providers need a consistent, professional approach to managing incidents and service requests.</p>
			<p>Watch the video: <a href="https://yasm.com/en/videos/yasm-incident-management-support" title="Start the video: Service operation in YaSM">Don't leave customer support to luck</a> (10:27 min.)</p></html>
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	==Related articles==		==Related articles==

Andrea at 09:23, 9 October 2024

2024-10-09T09:23:53Z

Show changes

Andrea at 16:14, 29 May 2024

2024-05-29T16:14:38Z

Andrea at 15:30, 29 January 2024

2024-01-29T15:30:54Z

← Older revision		Revision as of 17:30, 29 January 2024
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	<hr />		<hr />
	<p><i><u>Notes</u>:</i>		<p><i><u>Notes</u>:</i>
	</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Incident_Record_-_Template" title="Incident record document template">"Incident record" template</a> and <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists#yasm-template-example" title="Examples: YaSM checklists and document templates">more examples</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>		</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Incident_Record_-_Template" title="Incident record document template">'Incident record' template</a> and <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists#yasm-template-example" title="Examples: YaSM checklists and document templates">more examples</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
	</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>		</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>

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	==Roles and responsibilities==		==Roles and responsibilities==

	~~'''~~<span id="responsible">Process owner: ~~Incident manager</span>~~'''		<span id="responsible">Process owner: The '''incident manager''' is responsible for the effective implementation of the incident resolution process and carries out the corresponding reporting. He represents the first stage of escalation for incidents, should these not be resolvable within the agreed time frames in the relevant service levels.</span>
	*The incident manager is responsible for the effective implementation of the incident resolution process and carries out the corresponding reporting. He represents the first stage of escalation for incidents, should these not be resolvable within the agreed time frames in the relevant service levels.

	<p> </p>		<p> </p>

	{\| class="wikitable" style="background: white~~; text-align:center; vertical-align:top~~; font-size: 90%~~; line-height: 1.3em;~~"		{\| class="wikitable" style="background: white; font-size: 95%"
	\|+~~<span~~ style="font-size: ~~120~~%~~; line-height: 2.3em;~~"><span id="raci-matrix-lp4-6">Responsibility matrix: "LP4.6: Resolve incidents and service requests~~"</span>~~</span>		\|+style="background:#465674; color:#ffffff; font-size: 110%"\|<span id="raci-matrix-lp4-6">Responsibility matrix: 'LP4.6: Resolve incidents and service requests'</span>
	\|- style="vertical-align:top"		\|- style="vertical-align:top"
	! colspan="2"\| YaSM role / sub-process		! colspan="2"\| YaSM role / sub-process
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	<html><div itemid="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">		<html><div itemid="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">
	<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" title="Incident management: process objectives" itemprop="contentUrl">		<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" title="Incident management: process objectives" itemprop="contentUrl">
	<img style="display: block; float: left; margin-~~left~~: 10px; margin-right: ~~20px~~" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" width="~~320~~" height="~~167~~" title="Incident management: process goal" alt="The incident management process in YaSM aims to resolve service incidents or requests for service. In the case of service incidents, the primary objective of this process is to return the service to users as quickly as possible. In some cases this involves applying a workaround." />		<img style="display: block; float: left; margin-bottom: 10px; margin-right: 10px" srcset="https://yasm.com/wiki/en/img/yasm-process/goal-definition/400px/yasm-incident-management-process.jpg 400w, https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" decoding="async" width="400" height="209" class="thumbimage" title="Incident management: process goal" alt="The incident management process in YaSM aims to resolve service incidents or requests for service. In the case of service incidents, the primary objective of this process is to return the service to users as quickly as possible. In some cases this involves applying a workaround." />
	<meta itemprop="caption" content="Process objective: YaSM incident management - Resolve incidents and service requests (LP4.6)." />		<meta itemprop="caption" content="Process objective: YaSM incident management - Resolve incidents and service requests (LP4.6)." />
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	<meta itemprop="dateCreated" content="2021-09-21" />		<meta itemprop="dateCreated" content="2021-09-21" />
	<meta itemprop="datePublished" content="2021-09-22" /></a></~~div~~>		<meta itemprop="datePublished" content="2021-09-22" />
	<~~div style~~="~~margin-left: 5%; color:#636363~~">		<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
	<p style="margin-top: 0; word-wrap:normal;">Is based on: The incident resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-process/goal-definition/400px/yasm-incident-management-process.jpg" />
			<meta itemprop="width" content="400" />
	<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/~~></div~~><p></html>		<meta itemprop="height" content="209" />
			</span></a></div>
			<p style="margin-top: 0; word-wrap:normal;">Is based on: The incident resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
			<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/><p></html>

	==Related articles==		==Related articles==

	<html><a href="https://yasm.com/wiki/en/index.php/Service_Operation"><img src="https://yasm.com/wiki/en/img/yasm-service-management/service-operation.jpg" title="Service operation according to YaSM" alt="Operational processes, and in particular incident management and problem management, are probably the most widely known (and used) parts of ITSM best practice." ~~style~~="~~display: block; float: left; margin-left: 10px; margin-right: 20px~~" width="~~320~~" height="~~180~~"/></a>		<html><a href="https://yasm.com/wiki/en/index.php/Service_Operation"><img style="display: block; float: left; margin-bottom: 10px; margin-right: 10px" srcset="https://yasm.com/wiki/en/img/yasm-service-management/400px/service-operation.jpg 400w, https://yasm.com/wiki/en/img/yasm-service-management/480px/service-operation.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-operation.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-operation.jpg" title="Service operation according to YaSM" alt="Operational processes, and in particular incident management and problem management, are probably the most widely known (and used) parts of ITSM best practice." decoding="async" width="400" height="225" class="thumbimage" /></a>
	~~<div style="margin-left: 5%; color:#636363"~~>		<p style="margin-top: 0; word-wrap:normal;"><a href="https://yasm.com/wiki/en/index.php/Service_Operation" title="From the YaSM Blog: Service operation according to YaSM">Service operation according to YaSM</a></p>
	<p style="margin-top: 0; word-wrap:normal;"><a href="https://yasm.com/wiki/en/index.php/Service_Operation" title="From the YaSM Blog: Service operation according to YaSM">Service operation according to YaSM</a></p>
	<p><small>by: Stefan Kempter</small></p>		<p><small>by: Stefan Kempter</small></p>
	<p>Operational processes, and in particular incident management and problem management, are probably the most widely known (and used) parts of IT service management best practice. <a href="https://yasm.com/wiki/en/index.php/Service_Operation">[...]</a></p~~></div~~><p>		<p>Operational processes, and in particular incident management and problem management, are probably the most widely known (and used) parts of IT service management best practice. <a href="https://yasm.com/wiki/en/index.php/Service_Operation">[...]</a></p><p>

	<br style="clear:both;"/>		<br style="clear:both;"/>

Andrea at 15:10, 30 December 2023

2023-12-30T15:10:01Z

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Andrea at 11:37, 2 June 2023

2023-06-02T11:37:04Z

Andrea at 16:36, 22 September 2021

2021-09-22T16:36:20Z

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	<html><div class="floatright"><div class="noresize"><map name="ImageMap_yasm-wiki-share"><area href="https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fyasm.com%2Fwiki%2Fen%2Findex.php%2FLP4.6%3A_Resolve_incidents_and_service_requests&hl=en_US&source=YaSM%20Wiki" class="plainlinks" rel="nofollow" shape="rect" coords="55,0,99,36" alt="share this page on LinkedIn" title="share this page on LinkedIn"/><area href="https://twitter.com/intent/tweet?url=https%3A%2F%2Fyasm.com%2Fwiki%2Fen%2Findex.php%2FLP4.6%3A_Resolve_incidents_and_service_requests&text=%23YaSMwiki%20%7C%20Resolve%20incidents%20and%20service%20requests%20-%20Service%20lifecycle%20process%20LP4.6%0A%E2%96%BA&lang=en&via=yasmcom" class="plainlinks" rel="nofollow" shape="rect" coords="97,0,140,36" alt="share this page on Twitter" title="share this page on Twitter"/></map><img alt="share this page" src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-share.png" width="140" height="36" usemap="#ImageMap_yasm-wiki-share"/></div></div><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/LP4.6:_L%C3%B6sen_von_Incidents_und_Service_Requests"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:~~left~~;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/LP4.6:_L%C3%B6sen_von_Incidents_und_Service_Requests"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>
	<p> </p>		<p> </p>

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	<p> </p>		<p> </p>

	{\| class="wikitable ~~sortable~~" style="background: white; text-align:center; vertical-align:top; font-size: 90%; line-height: 1.3em;"		{\| class="wikitable" style="background: white; text-align:center; vertical-align:top; font-size: 90%; line-height: 1.3em;"
	\|+<span style="font-size: 120%; line-height: 2.3em;"><span id="raci-matrix-lp4-6">Responsibility matrix: "LP4.6: Resolve incidents and service requests"</span></span>		\|+<span style="font-size: 120%; line-height: 2.3em;"><span id="raci-matrix-lp4-6">Responsibility matrix: "LP4.6: Resolve incidents and service requests"</span></span>
	\|- style="vertical-align:top"		\|- style="vertical-align:top"
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	== Notes ==		== Notes ==

	<html><div itemid="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-incident-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">		<html><div itemid="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">
	<a href="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-incident-management-process.jpg" title="Incident management: process ~~definition (.pdf)~~" itemprop="contentUrl">		<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" title="Incident management: process objectives" itemprop="contentUrl">
	<img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-incident-management-process.jpg" width="320" height="~~180~~" title="Incident management: process ~~definition~~" alt="~~What are~~ incident management ~~and~~ service ~~request resolution? Definition~~ of the ~~incident resolution~~ process ~~LP4.6 from~~ the ~~YaSM~~ service ~~management framework~~." />		<img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" width="320" height="167" title="Incident management: process goal" alt="The incident management process in YaSM aims to resolve service incidents or requests for service. In the case of service incidents, the primary objective of this process is to return the service to users as quickly as possible. In some cases this involves applying a workaround." />
	<meta itemprop="caption" content="Resolve incidents and service requests ~~\| YaSM incident management \| Process definition~~ LP4.6" />		<meta itemprop="caption" content="Process objective: YaSM incident management - Resolve incidents and service requests (LP4.6)." />
	<meta itemprop="width" content="1200" />		<meta itemprop="width" content="1200" />
	<meta itemprop="height" content="~~675~~" />		<meta itemprop="height" content="627" />
	<meta itemprop="dateCreated" content="~~2017~~-06-30" />		<meta itemprop="dateCreated" content="2021-09-21" />
	<meta itemprop="datePublished" content="~~2017~~-09-~~14" />~~		<meta itemprop="datePublished" content="2021-09-22" /></a></div>
	~~<meta itemprop="dateModified" content="2021-06-29~~" /></a></div>
	<div style="margin-left: 5%; color:#636363">		<div style="margin-left: 5%; color:#636363">
	<p style="margin-top: 0; word-wrap:normal;">Is based on: The incident resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<p style="margin-top: 0; word-wrap:normal;">Is based on: The incident resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
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	<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.6:_Resolve_incidents_and_service_requests#process-inputs-outputs">		<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.6:_Resolve_incidents_and_service_requests#process-inputs-outputs">
	<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" />		<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" />
	<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-incident-management-process.jpg" />		<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-incident-management-process.jpg" />
	<link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/LP4:_Operate_the_services" />		<link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/LP4:_Operate_the_services" />
	<meta itemprop="mentions" content="ITIL 4 incident management" />		<meta itemprop="mentions" content="ITIL 4 incident management" />
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	[[Category:YaSM process]]		[[Category:YaSM process]]
	<!-- --- -->		<!-- --- -->

Andrea at 16:43, 29 June 2021

2021-06-29T16:43:55Z

Show changes

Andrea at 15:21, 25 January 2021

2021-01-25T15:21:48Z

Show changes

Andrea at 15:45, 14 June 2020

2020-06-14T15:45:01Z

← Older revision		Revision as of 17:45, 14 June 2020
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	<meta name="twitter:title" content="LP4.6: Resolve incidents and service requests">		<meta name="twitter:title" content="LP4.6: Resolve incidents and service requests">
	<meta name="twitter:description" content="The incident management process in YaSM is responsible for resolving service incidents (reports of suspected or actual service failures) or requests for service. In the case of service incidents, the primary objective of this process is to return the service to users as quickly as possible.">		<meta name="twitter:description" content="The incident management process in YaSM is responsible for resolving service incidents (reports of suspected or actual service failures) or requests for service. In the case of service incidents, the primary objective of this process is to return the service to users as quickly as possible.">
	<meta name="twitter:image" content="https://yasm.com/wiki/en/img/yasm-process-~~definition/what~~-is-~~incident~~-~~management~~-~~process~~.jpg">		<meta name="twitter:image" content="https://yasm.com/wiki/en/img/yasm-process/16x9/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg">
	<meta name="twitter:image:alt" content="The incident management process in YaSM: ~~Definition \|~~ To resolve service incidents (reports of suspected or actual service failures) or requests for service. In the case of service incidents, the primary objective of this process is to return the service to users as quickly as possible.">		<meta name="twitter:image:alt" content="The incident management process in YaSM corresponds to the practice of 'ITIL 4 incident management'. Objective: To resolve service incidents (reports of suspected or actual service failures) or requests for service. In the case of service incidents, the primary objective of this process is to return the service to users as quickly as possible.">
	<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" />		<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" />
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			<meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-process/16x9/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" />
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			</span>
	<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" width="800" height="600" title="Resolve incidents and service requests. - YaSM incident management process LP4.6" alt="Fig. 1: Resolve incidents and service requests. - YaSM incident management process LP4.6. - Related with: Practice of ITIL 4 incident management and ITIL 4 service request management." /></a><br style="clear:both;"/>		<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" width="800" height="600" title="Resolve incidents and service requests. - YaSM incident management process LP4.6" alt="Fig. 1: Resolve incidents and service requests. - YaSM incident management process LP4.6. - Related with: Practice of ITIL 4 incident management and ITIL 4 service request management." /></a><br style="clear:both;"/>
	<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" title="YaSM incident management LP4.6">Resolve incidents and service requests</a>'</b>:</span><br />YaSM incident management and service request management process LP4.6.</span></div></div></div><br style="clear:both;"/>		<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" title="YaSM incident management LP4.6">Resolve incidents and service requests</a>'</b>:</span><br />YaSM incident management and service request management process LP4.6.</span></div></div></div><br style="clear:both;"/>

← Older revision		Revision as of 18:14, 29 May 2024
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	<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" width="800" height="600" title="Resolve incidents and service requests. - YaSM incident management process LP4.6" alt="Fig. 1: Resolve incidents and service requests. - YaSM incident management process LP4.6. - Related with: Practice of ITIL 4 incident management and ITIL 4 service request management." /></a><br style="clear:both;"/>		<img style="margin:20px 0px 10px 0px; float:left;" srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" width="800" height="600" title="Resolve incidents and service requests. - YaSM incident management process LP4.6" alt="Fig. 1: Resolve incidents and service requests. - YaSM incident management process LP4.6. - Related with: Practice of ITIL 4 incident management and ITIL 4 service request management." /></a><br style="clear:both;"/>
	<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" title="YaSM incident management LP4.6"~~>Resolve incidents and service requests</a>'</b>:</span><br /~~>YaSM incident management and service request management process LP4.6.</span></div></div></div><br style="clear:both;"/>		<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: 'Resolve incidents and service requests'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-incidents-and-service-requests-yasm-lp4-6.jpg" title="YaSM incident management LP4.6">YaSM incident management and service request management process ('LP4.6')</a>.</span></span></div></div></div><br style="clear:both;"/>

	<p><i><u>Compatibility</u>: YaSM incident management is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM und ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Resolution-and-fulfilment" title="ISO 20000 section 8.6: Resolution and fulfilment">section 8.6</a>), and it corresponds to the ITIL practices of '<a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Incident-management" title="ITIL 4 practices and YaSM processes: ITIL 4 incident management">ITIL 4 incident management</a>', '<a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Service-desk" title="ITIL 4 practices and YaSM processes: ITIL 4 service desk">service desk</a>' and '<a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Service-request-management" title="ITIL 4 practices and YaSM processes: ITIL 4 service request management">ITIL 4 service request management</a>'.</i></html>		<p><i><u>Compatibility</u>: YaSM incident management is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM und ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Resolution-and-fulfilment" title="ISO 20000 section 8.6: Resolution and fulfilment">section 8.6</a>), and it corresponds to the ITIL practices of '<a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Incident-management" title="ITIL 4 practices and YaSM processes: ITIL 4 incident management">ITIL 4 incident management</a>', '<a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Service-desk" title="ITIL 4 practices and YaSM processes: ITIL 4 service desk">service desk</a>' and '<a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Service-request-management" title="ITIL 4 practices and YaSM processes: ITIL 4 service request management">ITIL 4 service request management</a>'.</i></html>

← Older revision		Revision as of 13:37, 2 June 2023
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	<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">		<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
	<dt itemprop="name" id="Incident-record">Incident record</dt>		<dt itemprop="name" id="Incident-record">Incident record</dt>
	<dd itemprop="description" style="margin-bottom: 1em;">A set of data with all details of a service incident, documenting the history of the incident from registration to closure. A service incident is defined as an unplanned interruption or reduction in quality of a service. Events that could potentially impair a service in the future are also treated as incidents (e.g. the failure of one hard-drive of a set of mirrored drives). See also: <a href="https://yasm.com/wiki/en/index.php/~~Service_Management_Checklists#incident~~-~~record-template~~" title="Incident record document template">Incident record checklist</a>. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>		<dd itemprop="description" style="margin-bottom: 1em;">A set of data with all details of a service incident, documenting the history of the incident from registration to closure. A service incident is defined as an unplanned interruption or reduction in quality of a service. Events that could potentially impair a service in the future are also treated as incidents (e.g. the failure of one hard-drive of a set of mirrored drives). See also: <a href="https://yasm.com/wiki/en/index.php/Incident_Record_-_Template" title="Incident record document template">Incident record checklist</a>. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
	<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">		<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
	<dt itemprop="name" id="Incident-request-status-information">Incident/ request status information</dt>		<dt itemprop="name" id="Incident-request-status-information">Incident/ request status information</dt>
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	<dt itemprop="name">Problem record</dt>		<dt itemprop="name">Problem record</dt>
	<dd itemprop="description" style="margin-bottom: 1em;">A set of data with all details of a problem, documenting the history of the problem from registration to closure. A problem is defined as the underlying cause of one or more (potential) incidents, although the cause may not be known at the time a problem record is created. Often, a workaround is provided for a problem while a full resolution is not yet available. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>		<dd itemprop="description" style="margin-bottom: 1em;">A set of data with all details of a problem, documenting the history of the problem from registration to closure. A problem is defined as the underlying cause of one or more (potential) incidents, although the cause may not be known at the time a problem record is created. Often, a workaround is provided for a problem while a full resolution is not yet available. See also: <a href="https://yasm.com/wiki/en/index.php/Problem_Record_-_Template" title="Problem record document template">Problem record checklist</a>. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
	<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">		<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
	<dt itemprop="name">Recovery plan</dt>		<dt itemprop="name">Recovery plan</dt>
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	<p><i><u>Notes</u>:</i>		<p><i><u>Notes</u>:</i>
	</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/~~Service_Management_Checklists#yasm-template~~-~~example~~" title="Incident record document template">"Incident record" template</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>		</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Incident_Record_-_Template" title="Incident record document template">"Incident record" template</a> and <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists#yasm-template-example" title="Examples: YaSM checklists and document templates">more examples</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
	</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>		</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>

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