ITIL - Incident management and PF HelpDesk

Incident management processes	PF HelpDesk action
Incident detection	PF HelpDesk receives an incoming mail / a web form report from Sender.
Incident recording	The e-mail / web report is converted into a PF HelpDesk support ticket.
Classification	The appropriate ticket properties are selected or filled out. Responsible person is designed. Proper incident management requires that incidents should be classified as they are recorded. The PF HelpDesk ticket properties can be adapted to suit every organization.
Initial support	Sender receives an e-mail / web page confirmation that the report is received and a ticket created
Investigation and diagnosis	Ticket incident description, perhaps with images and links, is read and analyzed. Incidents which cannot be resolved quickly by the help desk staff must be assigned to specialist Technical Support groups. With PF HelpDesk new responsible persons can be assigned, and the time for each person is recorded separately.
Resolution and recovery	If e-mail conversation with Sender is needed it is all entered and traceable in the ticket. Incident solution is entered in the ticket and sent to Sender.
Incident closure	The ticket is closed and saved in database, possibly also in knowledge base.
Incident ownership, monitoring, tracking and communication	Tickets are fully searchable in both database and knowledge base. Tickets can also be reopened, converted into Tasks and synchronized with PDA/WAP/mobile.

Incident management processes