{"id":148157,"date":"2023-03-22T12:25:45","date_gmt":"2023-03-22T15:25:45","guid":{"rendered":"https:\/\/www.pmgacademy.com\/itsm\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/"},"modified":"2025-12-16T14:43:21","modified_gmt":"2025-12-16T17:43:21","slug":"how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3","status":"publish","type":"post","link":"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/","title":{"rendered":"How to Build an Incident Management Workflow with ITIL 4 and ITIL v3"},"content":{"rendered":"\r\n<p>Do you know how to build a good <a href=\"https:\/\/itsmhouse.com\/what-is-itil-4-definitive-guide-to-itil-4\/\">incident management<\/a> flow? If you started working with this process from <a href=\"https:\/\/itsmhouse.com\/what-is-itil-4-definitive-guide-to-itil-4\/\">ITIL 4<\/a>, perhaps your flow could benefit from ITIL v3. Today, you will discover how to create an effective ITIL incident flow.<\/p>\r\n<p>This is because the incident management flow in ITIL 4 is a simplified version of the flow in ITIL v3. This is a recurring characteristic in every update of the latest version, bringing greater flexibility and also simplification of processes.<\/p>\r\n<p>However, the extreme simplification of the process also has its downside: the insufficiency to assemble a complete and useful incident management flow.<\/p>\r\n<p>To solve this deficiency, today we will go back to ITIL v3, diagnose this difference, and understand what we can take advantage of in a more detailed flow, without letting it become prescriptive.<\/p>\r\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#The_flow_in_ITIL_4\" >The flow in ITIL 4:<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#What_if_its_a_service_request\" >What if it&#8217;s a service request?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#What_if_our_incident_is_a_Major_Incident\" >What if our incident is a Major Incident?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#Where_is_the_initial_treatment_by_the_Service_Desk\" >Where is the initial treatment by the Service Desk?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#Is_categorization_synonymous_with_classification\" >Is categorization synonymous with classification?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#And_the_multilevel_categorization\" >And the multilevel categorization?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#Where_and_how_do_we_prioritize_incidents\" >Where and how do we prioritize incidents?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#When_do_we_escalate_the_incident\" >When do we escalate the incident?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#How_to_evaluate_the_Incident_after_its_conclusion\" >How to evaluate the Incident after its conclusion<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#That_is_how_should_we_proceed_when_the_incident_is_opened_by_event_management_and_not_by_a_users_call\" >That is, how should we proceed when the incident is opened by event management, and not by a user&#8217;s call?<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#Incident_Flow_in_ITIL_v3\" >Incident Flow in ITIL v3<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#1_Incident_Identification\" >1. Incident Identification<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#2_Incident_Logging\" >2. Incident Logging<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#3_Incident_Categorization\" >3. Incident Categorization<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#4_Incident_Prioritization\" >4. Incident Prioritization<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#5_Initial_Diagnosis\" >5. Initial Diagnosis<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#6_Incident_Escalation\" >6. Incident Escalation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#7_Investigation_and_Diagnosis\" >7. Investigation and Diagnosis<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-19\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#8_Resolution_and_Recovery\" >8. Resolution and Recovery<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-20\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#9_Incident_Closure\" >9. Incident Closure<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-21\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#Expanding_the_Incident_Lifecycle_Through_Availability_Management\" >Expanding the Incident Lifecycle Through Availability Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-22\" href=\"https:\/\/www.pmgacademy.com\/en\/tutorials\/how-to-assemble-an-incident-management-flow-with-itil-4-and-itil-v3\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"The_flow_in_ITIL_4\"><\/span>The flow in <strong>ITIL 4<\/strong>:<span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-858\" src=\"https:\/\/www.pmgacademy.com\/wp-content\/uploads\/2025\/12\/imag-traducao.png\" alt=\"\" width=\"1050\" height=\"1080\" \/><\/p>\r\n<p>In <a href=\"https:\/\/itsmhouse.com\/what-is-itil-4-definitive-guide-to-itil-4\/\">ITIL 4<\/a>, the flow is simple and only contains these 6 steps. However, the following questions remain unanswered:<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"What_if_its_a_service_request\"><\/span>What if it&#8217;s a service request?<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>In other words, at what point can we detect if we are actually dealing with a service request, instead of an incident?<\/p>\r\n<p>To answer this question, it is important to understand that ITIL 4 is not prescriptive. Many things, including <a href=\"https:\/\/www.youtube.com\/watch?v=Tii-_Cy4MNE\">incident<\/a> prioritization, are not even mandatory steps. In the case of prioritization, for example, it is only necessary to do it when the organization does not have enough resources to attend to the entire incident queue. If there is no shortage of resources, there is no need for prioritization.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"What_if_our_incident_is_a_Major_Incident\"><\/span>What if our incident is a Major Incident?<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>This step is present in ITIL v3 but not in ITIL 4.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Where_is_the_initial_treatment_by_the_Service_Desk\"><\/span>Where is the initial treatment by the Service Desk?<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>This step is also only present in ITIL v3. In the process, only the diagnostic step is described, but by whom will it be done? By the Service Desk or by first, second, or third level specialists? This opens up several questions about the flow.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Is_categorization_synonymous_with_classification\"><\/span>Is categorization synonymous with classification?<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>In ITIL v3, categorization is a step described with the function of sending the incident to be treated by the specialized team for this purpose. When this is not done, it can happen that one team throws the incident to another, hindering the process and resolution.<\/p>\r\n<p>In ITIL 4, this remains open.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"And_the_multilevel_categorization\"><\/span>And the multilevel categorization?<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>This occurs when there is a recategorization of a call between the opening and closing of an incident, a situation that can occur in certain contexts.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"Where_and_how_do_we_prioritize_incidents\"><\/span>Where and how do we prioritize incidents?<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>When there is a need for prioritization, as happens in most organizations, at what points in this flow will this step be taken? And how? This is also only described in ITIL v3.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"When_do_we_escalate_the_incident\"><\/span>When do we escalate the incident?<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>When it was not possible to resolve in time and we need to escalate the incident, at what point should this be done? This step, also essential for the flow, is only described in ITIL v3.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"How_to_evaluate_the_Incident_after_its_conclusion\"><\/span>How to evaluate the Incident after its conclusion<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>In <a href=\"https:\/\/itsmhouse.com\/what-is-itil-4-definitive-guide-to-itil-4\/\">ITIL 4<\/a>, this process is described, but not with the same detail as in ITIL v3, from which we can benefit not by following it rigidly, but by analyzing our own processes with a more complete understanding of the possibilities.<\/p>\r\n<p>And lastly, a question that ITIL 4 answers but not ITIL v3, demonstrating the complementary nature of both: what if the incident is generated by an event?<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"That_is_how_should_we_proceed_when_the_incident_is_opened_by_event_management_and_not_by_a_users_call\"><\/span>That is, how should we proceed when the incident is opened by event management, and not by a user&#8217;s call?<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>In this way, we will see that, from observing the flow of ITIL v3, many of the steps that answer these questions are included.<\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Incident_Flow_in_ITIL_v3\"><\/span>Incident Flow in ITIL v3<span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-669\" src=\"https:\/\/www.pmgacademy.com\/wp-content\/uploads\/2025\/12\/Incident-Management.png\" alt=\"\" width=\"588\" height=\"824\" \/><\/p>\r\n<p>In comparison, the ITIL v3 flow is much more robust and contains several other steps. The main point is that this flow is not prescriptive; it should be seen as a much more robust sequence of steps that brings useful tools for analyzing our own process, adopting what is useful and discarding what is not.<\/p>\r\n<p>In summary, in ITIL v3, the steps are as follows:<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"1_Incident_Identification\"><\/span>1. Incident Identification<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>First, we will establish the incident that we will deal with.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"2_Incident_Logging\"><\/span>2. Incident Logging<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>Logging is essential for organizing, consulting, and analyzing incidents.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"3_Incident_Categorization\"><\/span>3. Incident Categorization<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>Categorization serves to establish which team the incident should be sent to, according to its characteristics.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"4_Incident_Prioritization\"><\/span>4. Incident Prioritization<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>Prioritization depends on the impact that the incident can cause.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"5_Initial_Diagnosis\"><\/span>5. Initial Diagnosis<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>If the service desk can make the initial diagnosis and solve the problem, great.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"6_Incident_Escalation\"><\/span>6. Incident Escalation<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>However, if the previous step is not possible, the incident must be escalated to a more specialized team or to higher management levels.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"7_Investigation_and_Diagnosis\"><\/span>7. Investigation and Diagnosis<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>Here, there is a more in-depth diagnosis through a more detailed investigation of the incident.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"8_Resolution_and_Recovery\"><\/span>8. Resolution and Recovery<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>Then, the incident is resolved, and recovery occurs.<\/p>\r\n<h3><span class=\"ez-toc-section\" id=\"9_Incident_Closure\"><\/span>9. Incident Closure<span class=\"ez-toc-section-end\"><\/span><\/h3>\r\n<p>The incident is finally closed.<\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Expanding_the_Incident_Lifecycle_Through_Availability_Management\"><\/span>Expanding the Incident Lifecycle Through Availability Management<span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p>The availability management practice can be used to observe the expansion of the incident lifecycle, with new phases that may be useful for our process:<\/p>\r\n<p>For example, observe the Repair, Recover, and Restore stages, in addition to our standard incident flow, in both ITIL 4 and ITIL v3.<\/p>\r\n<p>This serves to show how the incident management process can be expanded and analyzed in its lifecycle beyond what is established in ITIL v3 and, undoubtedly, far beyond ITIL 4.<\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span>Conclusion<span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p>As we have seen, there is an immense difference in detail between the incident management flow of ITIL 4 and the flow of ITIL v3. Much of this is due to the fact that ITIL 4 seeks a much less rigid, prescriptive approach, aiming for greater flexibility in its practices to adapt to the flexibility of organizations in the current world.<\/p>\r\n<p>However, this does not mean that a more detailed approach is necessarily bad. ITIL v3 presents us with a larger number of steps for the incident flow, but we should not discard it or simply take it as a recipe to be followed strictly.<\/p>\r\n<p>Instead, a more detailed understanding of the possibilities of a robust <a href=\"https:\/\/itsmhouse.com\/what-is-itil-4-definitive-guide-to-itil-4\/\">incident<\/a> flow serves our organization as a guide so that we can adopt what is appropriate and discard what will not be useful, or what can rigidify the process.<\/p>\r\n<p>Therefore, always seek all possible tools, all knowledge, and possibilities for your process are welcome. What must be kept in mind is critical thinking to decide what can be taken advantage of and modified for each individual context.<\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>Do you know how to build a good incident management flow? If you started working with this process from ITIL 4, perhaps your flow could benefit from ITIL v3. Today, you will discover how to create an effective ITIL incident flow. This is because the incident management flow in ITIL 4 is a simplified version [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148161,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9436,9433],"tags":[10181,10182,9571,9704,10183,10146,9451,9502,9503,9504,9452],"class_list":["post-148157","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil4","category-tutorials","tag-fluxo-de-incidente","tag-gerenciamento-de-incidente","tag-gerenciamento-de-servicos-de-ti-2","tag-gsti-2","tag-incident-flow","tag-incident-management","tag-it-service-management-2","tag-itil-2","tag-itil-4-2","tag-itil-v3-2","tag-itsm-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Create an ITIL 4 Incident 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