Which role is responsible for creating, updating, and closing incidents?

The role responsible for creating, updating, and closing incidents aligns with the responsibilities associated with IT Service Management practices, particularly the incident management process. This process is integral to ITSM and focuses on restoring normal service operation as quickly as possible when an incident occurs, and minimizing the adverse impact on business operations.

The role generally referred to here—commonly linked with this function—entails a range of activities such as logging incidents, managing their status, and ensuring they are resolved. It encompasses not just the management of individual incidents, but also ensuring that documented procedures are followed for consistent handling.

While the other roles mentioned might have their specific duties within the ITSM framework, they do not inherently carry the primary responsibility for the direct handling of incident tickets like creating, updating, or closing them. An incident manager, for instance, usually oversees the incident management process but may not be engaged in every hands-on aspect of incident logging or closure. Meanwhile, an ITIL administrator or service owner has different focuses that do not directly involve incident lifecycle management.