Determine the impact, urgency and priority of logged incidents.

• Identify the reason(s) for the incident, via initial diagnosis
• Compare to Problems and Known Errors
• Correlate with other Incidents
• Assess related configuration details

If the incident is assessed as 'no trouble found', it is transferred to the Request Fulfillment process as a Service Request. Incidents exceeding a defined threshold of impact and urgency are categorized as Major Incidents and the appropriate procedure is invoked.