Analyzing Incidents
This is where the real work of fixing the issue and bringing the incident to resolution occurs. The assigned analyst reviews the incident and performs the following activities:
• Analyze
• Troubleshoot
• Update
• Escalate
• Link
The analyst reviews the incident to better understand the nature of the problem, investigates related configuration and work items, links these related items where appropriate, and leverages the CMDB to perform these activities quickly and efficiently.
As an example of an analysis, suppose you, as the analyst, are coming in to work first thing in the morning and will review incidents that have been assigned to you. This would be completed using the following steps:
1. Launch the Service Manager console. ...
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