Final answer:
The incident management step where a user's problem is satisfactorily resolved is known as incident resolution. It is a series of actions undertaken to resolve the issue and restore service to the user, which concludes with the formal closure of the incident.
Step-by-step explanation:
The incident management step in which a user's problem is satisfactorily dealt with is called incident resolution. Incident management is a critical aspect of IT service management (ITSM) and is designed to manage the lifecycle of all incidents. This ensures that normal service operation is restored as quickly as possible and the business impact is minimized. The process encompasses several steps, starting from incident identification, followed by incident logging, categorization, prioritization, initial diagnosis, escalation (if necessary), investigation and diagnosis, resolution, and, finally, incident closure.
The goal of incident resolution is to resolve the issue or restore the service to the user. Resolution activities might include applying a workaround, fixing a bug, upgrading system components, or simply providing the right information to resolve the user's query. Once the incident is resolved, it will be formally closed only after the user confirms that the issue has been satisfactorily addressed. Effective incident resolution contributes significantly to user satisfaction and the perception of the IT department within an organization.
Incident management systems and processes are often supported by specialized software, which helps to track, categorize, and manage incidents efficiently. These systems typically enable IT support teams to log incidents, track their progress, and record solutions, providing a knowledge base for resolving similar incidents in the future.