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Incident Management Contents
1. Business Justification
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
you automated system. Either way the spreadsheet allows you to fully customize the available fields.
6. Customer Survey
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.
12. Workshop Presentation
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.
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