Incident statuses mirror the incident process and include:
·         New
·         Assigned
·         In progress
·         On hold or pending
·         Resolved
·         Closed
The new status indicates that the service desk has received the incident but has not assigned it to an agent.

The assigned status means that an incident has been assigned to an individual service desk agent.

The in-progress status indicates that an incident has been assigned to an agent but has not been resolved. The agent is actively working with the user to diagnose and resolve the incident.

The on-hold status indicates that the incident requires some information or response from the user or from a third party. The incident is placed “on hold” so that SLA response deadlines are not exceeded while waiting for a response from the user or vendor.

The resolved status means that the service desk has confirmed that the incident is resolved and that the user’s service has restored to the SLA levels.

The closed status indicates that the incident is resolved and that no further actions can be taken.

Incident management follows incidents through the service desk to track trends in incident categories and time in each status. The final component of incident management is the evaluation of the data gathered. Incident data guides organizations to make decisions that improve the quality of service delivered and decrease the overall volume of incidents reported. Incident management is just one process in the service operation framework. Read on to learn about ITIL continual service improvement (CSI).