Action

Implement Solutions or Escalate as Needed.

The Action phase of the TRACeR method involves implementing the appropriate steps to resolve the incident. It is where the plan developed during the previous phases is put into motion to ensure that the issue is effectively addressed. This phase also includes potential escalation if the current support level cannot resolve the incident.

Key Actions in the Action Phase

1. Implement Resolution:

   • Apply the fix identified during the Review phase. This may involve changing software configurations, replacing hardware, adjusting network settings, or providing user instructions to remediate the issue.

   • Execute the changes according to standard operational procedures and documented best practices to ensure consistency and reliability.

2. Document the Steps Taken:

   • Maintain a detailed log of actions performed to resolve the incident. This ensures a complete record, which is helpful for future reference and post-incident reviews.

   • Note any unexpected results or intermediate issues encountered during resolution.

3. Escalation (If Needed):

   • If the current support team cannot resolve the incident, escalate it to higher-level support or a Subject Matter Expert (SME). Ensure all gathered information, including attempted actions, is passed on to avoid duplicating work.

   • Use established escalation protocols to ensure a smooth transition and to minimise delays.

4. Engage Relevant Stakeholders:

   • Where necessary, inform affected users or stakeholders about the actions and any impacts on availability or performance. This helps in managing expectations and reduces frustration during the resolution period.

Outcomes of the Action Phase

• Incident Resolution or Further Escalation: Ideally, the incident is resolved, but if more expertise or intervention is needed, escalation is structured and well-documented.

• Clear Documentation of Actions: All steps taken are documented thoroughly, providing valuable insights for future incidents and enabling continuity if the incident requires escalation.

• Minimised Business Impact: By acting promptly and effectively, the impact on business operations is minimised, and regular service is restored as quickly as possible.

The Action phase is at the core of incident management, focusing on applying solutions and fixing the identified problems. It involves technical expertise and effective communication and documentation, ensuring that incidents are handled promptly, controlled, and transparently. Escalation is also built into this phase, ensuring unresolved incidents are swiftly moved to the right people, reducing downtime and improving response quality.