This activity ensures that the Incident is managed throughout its entire life cycle. It examines the data and status changes (noted in other activities within the Incident Management process) as recorded in Incident Records, defined in ITIL® as: "A Record containing the details of an Incident. Each Incident record documents the Lifecycle of a single Incident."¹

Aspects of the activity include:

• Monitoring status and incident impact on Service Level Agreements
• Incident reclassification and escalation if necessary
• Maintaining incident information
• Communicating status and progress to stakeholders and support groups

¹ ITIL Glossary