What default incident management workflow does my service desk come with?

The IT service desk project template associates certain requests with an incident management workflow. An incident management workflow helps service desk agents to investigate, record, and resolve service interruptions or outages with the aim to reduce downtime and negative impacts on business.

Jira Service Desk provides an Information Technology Infrastructure Library (ITIL) compliant incident management workflow called ISD: Incident Management workflow for Jira Service Desk. We recommend that you start with this workflow and adapt it to your specific business needs over time.

Incident management includes the following high level process:

  1. Service end users, monitoring systems, or internal IT members report interruptions.

  2. The service desk agent logs the incident in the service desk linking together all reports related to the service interruption.

  3. The service desk automatically records the date and time, reporter name, and a unique ID for the incident.

  4. A service desk agent labels the incidents with appropriate categorization. The team uses these categories during post-incident reviews and for reporting.

  5. A service desk agent prioritizes the incident based on impact and urgency.

  6. The team diagnoses the incident, the services effected, and possible solutions. Agents communicate with incident reporters to help complete this diagnosis.

  7. If needed, the service desk team escalate the incident to second-line support representatives. These are the people who works regularly on the effected systems.

  8. The service desk team resolves the service interruption and verifies that the fix is successful. The resolution is fully documented for future reference.

  9. The service desk automatically closes the incident.

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