ITIL Incident Logging
ITIL incident logging refers to the fact that incidents reported to the Service Desk (either via a phone call, email or even automatically system generated incidents) must be logged with the date and time stamp that they were generated.
Incident logging is the second step in the incident management process. It follows incident identification.
Incident logging is critical to ensure that a full historical record of each issue is captured. Incident logging details will include – but will not be limited to:
A unique identification number
Date and time recorded
Incident impact and urgency
Description of symptoms
Closure date and time