Incident Management Toolkit

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.

This ITIL 4 Incident Management Toolkit is an excellent starting point for organizations looking to implement and improve their incident management processes. 

Toolkit content

It consists of editable documents so you can easily adapt your process based on a real-life example. 

1. Flow chart for user-initiated incidents 

2. Process documentation covering

• • detailed description and examples about concepts like incident priority; symptom based initial category; status, closure and cause codes; closure category
  • activities of incident handling resolution process covering user-initiated incidents and automatically detected incidents
  • detailed definition for major incident management activities
  • definitions for periodic incident review activities
  • Suggested KPIs (Key Performance Indicators) based on defined critical success factors
  • Roles and responsibilities

3. Examples for symptom based initial category, closure and cause codes, closure category     

All documents are proven by our latest implemented projects. 

If you want to conduct a self-assessment or to be prepared for an audit, then refer to our Incident management audit checklist

Toolkit attributes

• 1 x Table of Content (Word)
• 1 x Workflow for user-initiated incidents with input and output (Visio)
• 1 x Process documentation (Word - 26 pages)
• 1 x Real-world examples of initial category, cause code, closure code and closure category (Excel)