The responsibility for tracking and monitoring an incident typically falls upon the Incident Manager, supported by the service desk team. The Incident Manager plays a crucial role in the coordination of the incident response and ensures that all incidents are logged, categorized, prioritized, and handled by the organization's Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
The service desk team, often the first point of contact for users experiencing issues, is instrumental in the initial recording and communication efforts throughout the incident lifecycle.