In most cases Incidents will be recorded by the Service Desk where they are reported. All Incidents should be recorded immediately
when they are reported, for the following reasons:
- Recording backlogs are rarely correctly caught up with.
- The progress of an Incident can only be monitored if it is recorded.
- Recorded Incidents assist with the diagnosis of new Incidents.
- Problem Management can use recorded Incidents to uncover the causes.
- It is easier to determine the impact if all calls have been recorded.
- Without recording, compliance with the agreed service levels cannot be monitored.
- Recording Incidents immediately can prevent situations where either several people are working on the same Problem, or nobody
is doing anything to progress the Incident to closure.