Closed Loop Incident Process
Closed Loop Incident Process
Closed Loop Incident Process
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ITIL Areas Involved in CLIP<br />
– Operations Bridge (aka NOC)<br />
• Central coordination point<br />
• Manages various classes of events<br />
• Detects incidents<br />
• Manages routine operational activities<br />
• Reports on the status and performance<br />
• May provide first-level support for those<br />
events which generate an incident<br />
– Service Desk<br />
• Single central point of contact for all<br />
users of IT<br />
• Logs and manages all incidents, service<br />
requests and access requests<br />
• Provides interface to all other Service<br />
Operation processes and activities<br />
“The Service Desk is not typically involved in Event Management …<br />
unless the Service Desk and Operations Bridge have been combined”<br />
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