Incident Management Process Template(pdf)

Ready-made and ready-to-use ITIL encapsulated process documents. Cut out the paperwork and go straight to the job at hand.

Our content experts have designed and developed the incident management process template using the worlds most widely accepted IT best practices approach. The incident management process template is easy to customize and contains twelve sections essential for any process documentation.

1. Document History
2. Purpose and Scope
3. Business Value
4. Reference Documents
5. Definitions and Abbreviations
6. Process Input & Output
7. Roles and Responsibilities
8. Key Performance Indicators (KPI)
9. Critical Success Factors
10. Risks
11. Procedure Flow Chart
12. Procedure Description

NOTE: The IT process template also includes guidance and tips for successfully defining and deploying the incident management process. Purpose & Scope

• The purpose of incident management is to restore normal service operations as soon as possible and to minimize the adverse impact on business operations.
• The scope of incident management includes any event that disrupts or could disrupt a service.

Business Value

• Increased availability of services
• Reduced impact on business operations
• Timely resolution of incidents
• Higher user and business satisfaction
• Reduced unplanned labor costs for both the business and IT support staff

NOTE: The FREE trial version is a PDF file. The full version includesåÊMicrosoft Office Word and Microsoft Office Visio files that you can open and edit with any softwareåÊcompatible with Word and Visio.