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ITIL Foundations

ITIL Foundations

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Published by jay_hyd
Basics of ITIL foundation course
Basics of ITIL foundation course

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Published by: jay_hyd on Mar 16, 2011
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06/06/2013

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For the Incident Management process to be effective it is necessary that the Incidents
closure be done properly. This step includes:

o Updating Incident details
o Communication with the user about solution

To ensure the solution provided meets the user needs they are the only person that
can give the authority to close an Incident. The Incident record in the Service Desk tool
should be ‘closed’ so that accurate reporting can be carried out.

An Incident will be closed as soon as the agreed service is restored.

In some cases the Incident record is closed but a Problem record is still open (Refer
to Problem Management for more information about a Problem record).

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