What process follows the identification of an exception event?

The identification of an exception event signifies that something has deviated from the expected performance or norm within the IT service operations. Following this identification, it is crucial to understand the nature and cause of the exception to implement effective resolution and restoration to normal service operation.

The investigation and diagnosis process involves gathering data, analyzing the event, and determining its root cause. This step is essential for ensuring that the right corrective actions can be taken to resolve the issue. By effectively diagnosing the exception event, teams can decide whether additional resources are needed, assess the impact on service delivery, and develop mitigation strategies against future occurrences.

This process is typically methodical and allows for a thorough examination of the system or process in question, ensuring that the root cause is addressed rather than just the symptoms. This also helps in improving overall service quality by learning from incidents that disrupt normal service operations.