After the incident is considered resolved, the incident state should be set to Resolved
by the service desk.
The escalators will be stopped and the service desk may review the information within the
incident. After a sufficient period of time has passed, assuming that the user who opened the
incident is satisfied, the incident state may be set to closed.
If an incident's cause is understood but cannot be fixed, the service desk can easily
a problem from the incident, which will be evaluated through the problem
management process. If the incident creates the need for a change in IT services, the
service desk can easily
a change from the incident, which will be evaluated through the
In addition to the base system incident management workflow, a
Practice - Incident Resolution Workflow Plugin is available to bring the incident management
workflow into better alignment with ITIL v3.