Incident Resolution and recovery

When a potential resolution has been identified, it should be applied and tested in a controlled manner. The specific requirements for performing this will vary depending on the elements required for resolution, but could involve:

* Guiding the user to perform specific actions on their own equipment
* Specialist support groups performing specific actions on the infrastructure (such as rebooting a server)
* External suppliers performing updates on their infrastructure in order to resolve the incident
* The Service Desk or other specialist staff controlling a user’s desktop remotely in order to resolve the incident.