When does the initial diagnosis of an incident typically occur?

The initial diagnosis of an incident typically occurs within the first level of support, often while the user is still engaged in a conversation with the support representative. This is a crucial part of the incident management process, as addressing and diagnosing the issue promptly can lead to quicker resolutions and improved user satisfaction.

At the first level of support, staff are trained to gather relevant information and perform basic troubleshooting steps. This allows them to identify the nature of the incident and determine whether it can be resolved immediately or if it needs to be escalated further for more complex issues. Engaging the user during the call also helps capture additional context or details that might be vital for diagnosing the problem.

Incidents that require further investigation or are more complex may indeed need to be escalated to second or higher levels of support, but the primary diagnosis is still typically performed during the initial contact. This immediate attention is essential for effective incident management, ensuring that users feel heard and that their issues are being pursued promptly.