What should be done with events that generate an incident, problem, or change?

When events generate an incident, problem, or change, they should be formally closed and linked to associated records in order to maintain a robust and effective event management process. This step is essential for several reasons.

Firstly, formally closing the event ensures that there is a clear documentation trail for each action taken in response to the event. By linking these events to associated records, such as incidents or change requests, organizations can establish a clear correlation between events and their impacts, facilitating better analysis and future decision-making.

Additionally, this approach promotes accountability and helps in ongoing service improvement. By maintaining accurate records, organizations can analyze patterns and trends in events that lead to incidents or changes, helping to identify areas that may require further investigation or preventive measures.

Ultimately, effectively handling events that lead to incidents, problems, or changes is crucial for enhancing overall service quality and minimizing disruptions. This method of documentation and closure supports the ITIL framework's principles of ensuring that services are efficiently managed and continuously improved.