ITSM incident Management process SLA : Service level agreement is an agreement between the service provider and the

customer. The incident management process begins when an incident request is registered this could happen when the user contacts the service desk an analyst registered their service request. When a user submits a request form or when a specialist registers an incident that was triggered by another process such as event or service level management if the analyst can't resolve the incident request they automatically or manually assign it to the specialist group. The group coordinator determines whether a change is required to resolve the incident request. A change is required if the resolution negatively affects the service during the services hours change a functionality of service or update the CMDB. If the change is required the group coordinator re assigns the incident to the appropriate change coordinator quick on the change management process. When the change request is closed the incident request can be closed. If the change is not required the group coordinator assigns the incident request to the appropriate specialist in the group based on the skills, availability and access rates if the specialist able to resolve the incident they changes the status and notified the original requester. If the specialist determines the resolved incident has a root cause that will generate similar incidents they give the incident id to the problem appropriate problem coordinator quick on the problem management process. At this time if the specialist believes the resolution for this incident would be useful for resolving future indecent they can propose the resolution for the general use. While trying to resolve the incident the specialist might determine there is a change is required for one of the reasons that previously stated in which case they must escalate the incident request. The specialist notifies the owner of the effective service owner and help s the person understand the situation. The service owner must then decide whether the most efficient way to resolve the incident is too remote from the service continuity, if so they escalate the incident to on duty manager quick on the continuity management process the and if not the service owner asks the specialist to perform the needed fix as an emergency change quick on the change management process.escaltion to the service owner can also be triggered beach or service level agreement process known an incident request tracking if the group coordinator is notified there is the service outage is approaching or has exceeded the resolution threshold. They must escalate the incident request o the service owner or take other appropriate actions. When other process is the trigger by the incident have been completed when the specialist verifies with customer when the incident is resolved when the specialist closed the incident request at this time specialist proposed the resolutions for the general use. Then a group coordinator reviews the resolution and decides whether to approve it.