Scenario 4:
Closure or Stabilization

Review

Closure concludes the final steps in the MI process. It is during this phase that the effectiveness of the resolution is validated and stabilization of the environment is confirmed. Affected customers are notified that systems or functions have been restored.  In some cases, recovery efforts will begin to address work backlogs or other issues caused by the event.  The IC works with the Service Desk to send resolution notification to the organization.  The Log of the event and the Master incident ticket are completed at this time.  It is important that documentation be finalized within 48 hours of closure.

Key notes:

• After a MI the Master Incident Ticket is updated with communication information and the ticket flag set to “complete-resolved” by the Service Desk.
• The completion of the chronological record or Decision Log is done by the IC.  The log is the transcription of communication and decisions made during incident
• In most cases the IC will initiate a post-event review or closure call to determine if a full root-cause analysis will be conducted.

Test your knowledge:

The MIRT has verified that the problem has been resolved and monitored systems are showing that service is now back up and running. The Service Desk has been placing call backs to those customers who reported issues. By all accounts the situation has stabilized. Email notifications are being issued to communicate the resolution status.  Working skillfully together, the team has successfully resolved the crisis!

 

 

 

Question

What other steps need to be taken in order to complete the final phase of MI management?

A. No additional steps are required. The Crisis has been successfully resolved by the MIRT.

B. Closure is completed when the Master Ticket is updated by the Service Desk and the Log is compiled and produced by the IC.

C. The IC facilitates a closure call to review if a Root Cause Analysis will need to be conducted.

D. Both B & C

The correct answer is D.

Answer:

B and C. It is important that documentation of the event and the closure call be completed within 48 hours. It is during this time that specifics can be easily recalled and steps to prevent the incident from reoccurring can be planned. /p>

A. Not Correct: The incident was successfully resolved, but it is important that documentation of the event and the closure call be completed within 48 hours. It is during this time that specifics can be easily recalled and steps to prevent the issue from reoccurring can be planned.