Incident Lifecycle
- Detection — Incident reported via ticket, monitoring, or phone
- Logging — Auto-classified as Incident (P1/P2 auto-tagged)
- Classification — Impact + Urgency = Priority (P1-P4)
- Investigation — Assigned to SDNOP or EBSISD group
- Resolution — Fix applied, health checks verified
- Closure — Requester confirms, CSAT survey sent
Priority Matrix
| High Urgency | Low Urgency | |
|---|---|---|
| High Impact | P1 — 4h SLA | P2 — 8h SLA |
| Low Impact | P3 — 24h SLA | P4 — 72h SLA |
Post-Incident Review
All P1/P2 incidents require a PIR within 5 business days. Use the 'ITIL: Post-Incident Review' macro.
Last reviewed: March 2026. Report outdated content.
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