ITIL Incident Initial Diagnosis
ITIL incident initial diagnosis is the first point of contact attempt at resolving an incident. Typically the Service Desk personnel will try to understand the incident being reported and get the end-user up and running while the end user is still on the phone. If they are successful, then they will actually close the incident at this point, as the primary purpose of incident management has been fulfilled (namely the fast restoration of service for the end user).
Incident initial diagnosis is the fourth step in the incident management process. It follows incident categorization.