Incident Management Contents

This template gives you guidance in how to prepare a justification for the implementation of the Incident Management process. It includes a cost benefits analysis table.

2. Management Awareness Presentation

A quality set of presentation materials with speaker notes that can be used to present concepts to senior managers or as a discussion workshop among peers.

3. Classification & Prioritization Guidelines

One of the areas of common debate for incident management is the definition of the codes required.  Use this document to guide you through the challenge", saving yourself a great deal of time.

4. Process Implementation Project Plan

Provided as a Microsoft Project file and as an internet browser viewable file", this resource maps out for you the major steps that need to be completed for the complete process implementation.

5. Call Logging record

Use this excel spreadsheet as a complete incident tracking system", or as a manual backup for your automated system. Either way the spreadsheet allows you to fully customize the available fields.

Understanding the customer’s views for this process is a critical part of the ongoing process improvement. We have created this survey that is ready to use", but can be modified to suit your  industry or particular situation.

7. Policy Statement

Worth the price of the toolkit alone, this policy statement gives you a full overview of the decisions made regarding the process. It is completely customizable", but gives you a start in creating one of the most valuable documents for any ITIL process.

8. Incident Management & Work Instructions

The name of the process is incident management. It is necessary to define the specific activities of the process and the associated instructions that help the reader understand them. With a wide variety of  flow charts and supporting notes this document will be your greatest asset.

9. Handling Major Incidents & Work Instructions

Management of major incidents is something that every IT operation needs to have well defined. Unfortunately", most organizations wait until after their first major incident before understanding this. Use the flow charts and work instructions get you started defining this critical activity.

10. Roles & Responsibilities

Any process needs to have the roles & responsibilities of that process defined and made public to all stakeholders in the process. We have done most of the work for you", with this document which includes statements for all involved roles", along with a RACI chart.

11. Tool Considerations

There is no doubt that many organizations will need some form of automated tool to assist in the management of this process. This document highlights specific considerations regarding the selection and ongoing management of such a tool.

Over 40 slides on Incident Management with supporting notes. This PowerPoint slide show will become the centre piece of your discussions and workshops for defining", implementation and improving the process.