{"id":148372,"date":"2023-09-10T17:20:25","date_gmt":"2023-09-10T20:20:25","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/walking-through-the-incident-management-steps-in-iso-20000\/"},"modified":"2025-12-11T14:37:59","modified_gmt":"2025-12-11T17:37:59","slug":"walking-through-the-incident-management-steps-in-iso-20000","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/walking-through-the-incident-management-steps-in-iso-20000\/","title":{"rendered":"Walking Through the Incident Management Steps in ISO 20000"},"content":{"rendered":"<p>Hello tech enthusiasts!<\/p>\n<p>Ever been caught in the quagmire of IT incidents and wondered, &#8220;How the heck do I navigate this?&#8221; Well, don&#8217;t fret! <a href=\"https:\/\/itsmhouse.com\/continuous-improvement-in-iso-20000-fueling-value-performance\/\">ISO 20000<\/a> has chalked out a neat path for us. Let&#8217;s stroll through it, shall we?<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/walking-through-the-incident-management-steps-in-iso-20000\/#1_The_First_Step_Incident_Registration\" >1. The First Step: Incident Registration<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/walking-through-the-incident-management-steps-in-iso-20000\/#2_Next_up_Incident_Classification\" >2. Next up, Incident Classification<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/walking-through-the-incident-management-steps-in-iso-20000\/#3_Getting_our_Priorities_Straight_Incident_Prioritization\" >3. Getting our Priorities Straight: Incident Prioritization<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/walking-through-the-incident-management-steps-in-iso-20000\/#4_Channeling_our_Inner_Detective_Investigation_Diagnosis\" >4. Channeling our Inner Detective: Investigation &amp; Diagnosis<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/walking-through-the-incident-management-steps-in-iso-20000\/#5_The_Grand_Finale_Incident_Resolution_Closure\" >5. The Grand Finale: Incident Resolution &amp; Closure<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/walking-through-the-incident-management-steps-in-iso-20000\/#Quick_Recap\" >Quick Recap<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"1_The_First_Step_Incident_Registration\"><\/span><strong>1. The First Step: Incident Registration<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Picture this: Chaos. An IT incident just popped up. But wait, we&#8217;ve got a plan! The very first move? <strong>Registration<\/strong>. Having a standardized form for capturing all essential info can be a lifesaver. Plus, setting up smooth channels for users to report issues? Gold!<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Next_up_Incident_Classification\"><\/span><strong>2. Next up, Incident Classification<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Once we&#8217;ve got that incident in the bag, it&#8217;s time for some tagging and bagging. Tailoring the form with just the right fields and having some nifty automated rules in place can speed things up. This step ensures each incident finds its right place in the IT ecosystem.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_Getting_our_Priorities_Straight_Incident_Prioritization\"><\/span><strong>3. Getting our Priorities Straight: Incident Prioritization<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>This step is the real deal. Assigning the right priority to a ticket is crucial. It sets the pace, guiding the Service Level Agreement policies and ensuring that business-critical issues get tackled pronto!<\/p>\n<h3><span class=\"ez-toc-section\" id=\"4_Channeling_our_Inner_Detective_Investigation_Diagnosis\"><\/span><strong>4. Channeling our Inner Detective: Investigation &amp; Diagnosis<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>When an incident surfaces, the IT team is on it. Quick initial analysis? Check. Sending over a resolution to the end-user? Check. But sometimes, if things aren\u2019t clear right off the bat, the incident needs to climb up the ladder for a deep dive by higher-level teams.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"5_The_Grand_Finale_Incident_Resolution_Closure\"><\/span><strong>5. The Grand Finale: Incident Resolution &amp; Closure<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>We&#8217;re on the home stretch now. With a handy automated system, the IT crew can close out those resolved tickets. Or, if you&#8217;re a fan of self-service (and who isn&#8217;t these days?), users can do the honors themselves via a self-service portal.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Quick_Recap\"><\/span><strong>Quick Recap<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The name of the game? <strong>RESOLVING THE INCIDENT!<\/strong> From the moment it&#8217;s flagged to the triumphant conclusion, <a href=\"http:\/\/iso.org\">ISO<\/a> 20000 provides a structured approach ensuring incidents don&#8217;t turn into calamities.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hello tech enthusiasts! Ever been caught in the quagmire of IT incidents and wondered, &#8220;How the heck do I navigate this?&#8221; Well, don&#8217;t fret! ISO 20000 has chalked out a neat path for us. Let&#8217;s stroll through it, shall we? 1. The First Step: Incident Registration Picture this: Chaos. An IT incident just popped up. [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148373,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9435,9433],"tags":[10146,9618,9548,10206,10447],"class_list":["post-148372","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-iso-20000","category-tutorials","tag-incident-management","tag-iso-20000-2","tag-it-management","tag-service-level-agreement","tag-ticket-resolution"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Walking Through the Incident Management Steps in ISO 20000 - PMG Academy<\/title>\n<meta name=\"description\" content=\"A step-by-step guide to mastering the Incident Management process as outlined by ISO 20000, from registering to resolving!\" \/>\n<meta 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