Create a resolution plan detailing the approach to be taken to resolve the incident. Include details of people involved, actions required (including testing and recovery activities), risk and impact implications and any change requirements. Where necessary liaise with the Incident Manager (for example if the incident is a major incident or the resolution needs coordination). The resolution approach may involve performing some work on behalf of the user, stepping the user through the resolution, or some other approach.  Test to ensure that the resolution plan works, especially for complex resolution plans.

Document Incident Resolution Plan details on the Incident record.