Perform initial diagnosis of the incident. Assess whether the Incident can be addressed by the current level of support or needs to be transferred (or functionally escalated) to provide the support needed.

Use available information, including details provided by the Requestor, related incidents, configuration information, problem information, and knowledge assets, to identify a known resolution to the incident.  If such a resolution exists, update the incident record with the Resolution Plan.  If such a resolution does not exist, identify the appropriate support group to assign the incident to.