Lifecycle of the Incident

This video explains the different stages of the life cycle of an incident, which can be an unplanned interruption or reduction in IT service quality. Incident management involves restoring normal operations and minimizing business impact. Incidents are reported by users or analysts and move through stages of new, assigned, in-progress, resolved, and pending if there are dependencies. Once closed, an incident cannot be reopened, except if the user is dissatisfied with the resolution.http://www.youtube.com/watch?v=gnYdUQbUbtU&list=PL1GxJ6TO-GXBJT4XO3bUYu5XVIXZrKrNP&index=1