Incident Closure

The Service Desk should check that the incident is fully resolved and that the users are satisfied and willing to agree the incident can be closed. The Service Desk should also check the following:

• Closure categorization. Check and confirm that the initial incident categorization was correct or, where the categorization subsequently turned out to be incorrect, update the record so that a correct closure categorization is recorded for the incident – seeking advise or guidance from the resolving group(s) as necessary.
• User satisfaction survey. Carry out a user satisfaction call-back or e-mail survey for the agreed percentage of incidents.
• Incident documentation. Chase any outstanding details and ensure that the Incident Record is fully documented so that a full historic record at a sufficient level of detail is complete.
• Ongoing or recurringproblem? Determine (in conjunction with resolver groups) whether it is likely that the incident could recur and decide whether any preventive action is necessary to avoid this. In conjunction with Problem Management, raise a Problem Record in all such cases so that preventive action is initiated.
• Formalclosure. Formally close the Incident Record.

Note: Some organizations may chose to utilize an automatic closure period on specific, or even all, incidents (e.g. incident will be automatically closed after two working days if no further contact is made by the user). Where this approach is to be considered, it must first be fully discussed and agreed with the users – and widely publicized so that all users and IT staff are aware of this. It may be inappropriate to use this method for certain types of incidents – such as major incidents or those involving VIPs, etc.

Date: 2014-12-29; view: 932