Incident Management Audit Checklist

Goal of incident management 

The goal is to restore service operations in line with the agreed service levels and to minimize the negative impact of incidents on business operations.

Scope of incident management

• incident identification
• incident logging
• incident categorization and prioritization
• Initial diagnosis and escalation
• Investigation and diagnosis
• Incident resolution, recovery and closure
• Major incident management

Checklist content

The incident management checklist helps to ensure compliance as well as identify areas for improvement. The incident management audit checklist covers 4 areas which are people, organization and governance; value streams and processes; information, technology and tools; partners and suppliers. The Excel checklist contains around 55 questions that can be marked as “applicable” or “not applicable” to help you plan and manage actions according to your audit results.

Once you finalized the assessment of your process and found out that you need some improvements, then it is time to refer to Incident Management Process Toolkit

If you find out incidents due to change management process, refer to Change Management Toolkit