Closure categorization Check and confirm that the initial incident categorization was
correct or, where the categorization subsequently turned out to be incorrect, update the record so that a correct
closure categorization is recorded for the incident – seeking advice or guidance from the resolving group(s) as
User satisfaction survey Carry out a user satisfaction call-back or e-mail survey for the agreed
percentage of incidents.
Incident documentation Chase any outstanding details and ensure that the Incident Record is fully
documented so that a full historic record with a sufficient level of detail is complete.
Ongoing or recurring problem? Determine (in conjunction with resolver groups) whether it is
likely that the incident could recur and decide whether any preventive action is necessary to avoid this. In
conjunction with Problem Management, raise a Problem Record in all such cases so that preventive action is
Formal closure Formally close the Incident Record.