What are the primary stages that incidents move through?

The primary stages that incidents move through in IT Service Management are accurately represented by the first choice: Creation and classification, Investigation and diagnosis, Resolution and closure.

To elaborate, incidents typically begin with their creation and classification, which involves logging the details of the incident and determining its category and priority. This step is crucial as it sets the stage for how the incident will be managed and resolved.

Following this, the incident moves into the investigation and diagnosis stage. Here, IT teams analyze the incident to identify the root cause and determine the appropriate course of action to resolve it. This process may involve gathering additional information and conducting diagnostic tests.

The final stage is resolution and closure. In this phase, the solution identified during the investigation is implemented to resolve the incident, and once confirmed that the issue is fully addressed, the incident is formally closed. This includes updating records and ensuring that all stakeholders are informed.

This structured approach helps ensure a consistent, efficient, and effective incident management process, facilitating quicker resolution times and minimal impact on the business operations.