IT service process
Incident detection and recording
Service Desk function
Description
Referenced process
Incident detection and recording
Description
In most cases Incidents will be recorded by the Service Desk where they are reported. All Incidents should be recorded immediately when they are reported, for the following reasons:
- Recording backlogs are rarely correctly caught up with.
- The progress of an Incident can only be monitored if it is recorded.
- Recorded Incidents assist with the diagnosis of new Incidents.
- Problem Management can use recorded Incidents to uncover the causes.
- It is easier to determine the impact if all calls have been recorded.
- Without recording, compliance with the agreed service levels cannot be monitored.
- Recording Incidents immediately can prevent situations where either several people are working on the same Problem, or nobody is doing anything to progress the Incident to closure.