Incident flow diagram ITIL® 3 level
The Art of Service holds incident management central to the quality service we provide to our customers. Here, incidents are all reported and are isolated failures of parts of IT infrastructure. Incident flow diagram ITIL® 3 level governs it.
The Incident flow diagram ITIL® 3 level includes:
• 1st level support staff (help desk)
• 2nd level support staff
The users are the first out of the incident flow diagram ITIL® 3 levels. They report an incident via email, telephone, paper or web page. The second level of the incident flow diagram ITIL® 3 level is that of help desk or first level support staff. They take record of the incidents reported by the users. The second level support staff has direct role in Incident Management. They focus on solutions to restore services as quickly as possible.