What action should be taken when a critical incident is resolved?

When a critical incident is resolved, documenting the resolution in the knowledge base is essential for several reasons. This action contributes to the organization's knowledge management efforts, ensuring that valuable information about the resolution is captured and made accessible for future reference. By documenting the steps taken to resolve the incident, other team members can learn from the experience and apply the solution in similar scenarios, thereby improving the efficiency of future incident handling.

In addition, having this documentation available can help in preventing similar incidents from occurring by providing insights into the root cause and the resolution process. It enhances the overall incident management process by building a repository of knowledge that can be utilized by staff and serves as a training tool for new employees or in the case of recurring issues.

The other actions are less effective in fostering a culture of knowledge sharing and improvement. For instance, notifying the user only would leave the organization without a permanent record of the solution, and escalating to higher management may not be necessary if the incident has already been resolved. Closing the incident without documentation would eliminate the opportunity for learning from that incident and could lead to inefficiencies in handling future incidents. Therefore, documenting the resolution in the knowledge base is the most comprehensive and beneficial action to take after resolving a critical incident.