ITIL Incident Resolution and Recovery
ITIL incident resolution and recovery is performed once the incident is fully understood. Finding a resolution to an incident means that a way of rectifying the issue has been identified. The act of applying the resolution is the recovery phase.
Recovery can be performed by IT support staff or by providing the end user with a set of instructions to follow.
Incident resolution and recovery is the seventh step in the incident management process. It follows incident investigation and diagnosis.