Communicate the Status of Incidents.
Communication is a critical factor when providing services, especially when incidents occur. Communication with the person who reported the incident and possibly those who were affected by it should be considered throughout the life of the incident record in the incident management system. Well-informed end users and customers are more understanding and can even be helpful in addressing the incident successfully.
Communication and coordination between incident resolution staff and service delivery staff may be appropriate to prevent incident resolution actions from interfering with ongoing service delivery.
Typically, the results of actions are reviewed with the person that reported the incident to verify that the actions indeed resolved the incident to the satisfaction of the submitter.
Example Work Products
- Records of communication with customers and end users
- Status reports