To restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests

• Set up a tool (e.g. ticket / workflow tool) supporting the recording and handling (includingbclassification, prioritization, escalation, closure) of reported incidents and service requests.
• Define a standardized and repeatable way (procedure) of recording incidents and service requests that specifies the sources and channels through which incidents and service  requests may be raised, the required format of an incident report or service request, and the way in which the incident or service request is recorded in the recording system.
• Define a standardized and repeatable way (procedure) of classifying incidents and service requests that specifies a suitable classification scheme and describes how it should be applied.
• Define a standardized and repeatable way (procedure) of prioritizing incidents and service requests that specifies a suitable prioritization scheme and describes how the priority of an incident or service request should be calculated.
• Define a standardized and repeatable way (procedure) of escalating incidents and service requests that specifies functional and hierarchical escalation paths.
• Define a standardized and repeatable way (procedure) of closing incidents and service requests that specifies how incidents and service requests are closed, including required user communication and confirmation.
• Define the criteria for identifying a major incident, as well as a standardized and repeatable way (procedure) of dealing with major incidents from recording to closure, including a major incident review.
• Identify well-known and recurring incidents, and for each of them describe, where required, the concrete steps to be carried out in response to the respective incident in order to manage it effectively from recording to closure.
• Identify standardized service requests based on service descriptions and SLAs, and for each of them describe, where required, the concrete steps to be carried out in response to the respective service request in order to manage it effectively from recording to closure.

• Incidents reported by users or identified by the service provider
• Service requests raised by users
• Configuration information (CMDB)

• Manage incidents (including major incidents) and service requests
  
  • Record an incident or service request
  • Classify an incident or service request
  • Prioritize an incident or service request
  • Escalate an incident or service request
• Resolve an incident or service request
  
  • Close an incident or service request
  • Perform a major incident review
• Maintain the step-by-step workflows for well-known and recurring incidents and standardized service requests

• Incident records
• Service request records
• Major incident review reports
• Requests for changes raised to trigger the change management process, in order to commence the fulfilment of service requests
• Up-to-date descriptions of step-by-step workflows for standard incidents and service requests
• Regular incident reports