Incident Management Process Documentation -ITIL 4 compliant- (Digital Product - Instant Download)

This ITIL 4 Incident Management Toolkit is an excellent starting point for organizations to implement and improve their incident management process. It consists of editable documents so you can easily adapt your process based on an example. 

               1. Flow chart for user initiated incidents.(Microsoft Visio format)

                     2. Process documentation covering

o   detailed description and examples about concepts like incident priority; symptom based initial category; status, closure and cause codes; closure category

o   activities of incident handling resolution process covering  user initiated incidents and  automatically detected incidents

o   detailed definition for major incident management activities

o   definitions for periodic incident review activities

o   Suggested KPIs (Key Performance Indicators) based on defined critical success factors

o   Roles and responsibilities

Document consists of 26 pages. (Microsoft Word format)

3. Examples for symptom based initial category, closure and cause codes, closure category  (Microsoft Excel format)    

NB : All documents are proven by our latest implemented projects, if you want  to conduct a self-assessment of your ITIL 4 Incident Management process please refer to our ITIL 4 Self-Assessment Toolkits.