When is an incident considered active according to ITSM practices?

In IT Service Management (ITSM) practices, an incident is considered active when it is unresolved. This reflects the key principle that active incidents require attention and action from the support team to restore normal service operation as quickly as possible.

The definition of an active incident emphasizes the need for continuous monitoring and management until the issue is fully resolved. Once an incident is resolved, it transitions out of the active state, regardless of whether it is pending documentation or verification, underscoring the importance of resolution as a criterion for assessing the status of incidents.

In this context, the other scenarios described, such as a state of resolved, pending further updates, or closed incidents, indicate stages where the incident is no longer actively demanding resolution efforts. A resolved incident may be confirmed or documented, but it does not require immediate action from the service team, thus distinguishing it from an unresolved incident which is actively being worked on.