Incident Lifecycle

1. Detection — Incident reported via ticket, monitoring, or phone
2. Logging — Auto-classified as Incident (P1/P2 auto-tagged)
3. Classification — Impact + Urgency = Priority (P1-P4)
4. Investigation — Assigned to SDNOP or EBSISD group
5. Resolution — Fix applied, health checks verified
6. Closure — Requester confirms, CSAT survey sent

Priority Matrix

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 Report outdated content.