1
Log impact clearly
Capture the user or service impact, urgency and symptoms before focusing on a suspected technical cause.
- Set priority from impact and urgency.
- Link affected assets and related service work.
- Record what is known, unknown and currently being tested.
2
Coordinate response
Assign an accountable owner, use comments for chronological updates and connect a problem record when investigation must continue beyond restoration.
- Keep the queue and current status accurate.
- Use the ops graph to inspect nearby assets, tickets and changes.
- Create or link change work when remediation needs controlled execution.
3
Restore and learn
Record the resolution, evidence and follow-up work. Resolution restores service; a linked problem or change can address recurrence.
- Confirm service restoration before closing.
- Capture the effective fix and validation performed.
- Link known-error, problem or change follow-up where appropriate.