Incident Control:    The process of identifying, recording, classifying and progressing Incidents until the affected service is restored. The collection of data to identify causes of Incidents is a secondary objective of Incident Control, though this may sometimes be necessary to effect Incident resolution. Incident Control is essentially a task of Incident Management, and therefore of the Service Desk, but it may occasionally extend beyond the defined role or authority of that group and require the 2nd Line support of other staff, possibly Problem Management. The exact circumstance under which this happens would be described in an Incident Management procedure.

 

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