The status of all incidents are continuously monitored during the execution of the actual process steps. On-line status displays, automated notifications, automated reports, and real-time reports are available to gain an understanding of the existing workload and the impact on the support resources.

The overall, real-time health of the IT environment and IT services is assessed by keeping abreast of incidents. From the collection of records, select those that require attention and may require immediate action to promote progression of the incident. Selection should include records that have an extended period of inactivity, have progressed too slowly, are in jeopardy of breaching service levels, have prompted user inquiry or complaint, or have generated a change request,