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BENEFITS OF DOCUMENT
  1. Easier implementation of Incident Management process in your Organisation
  2. ISO 20000 and ITIL v3 compliant
  3. Templates and Samples for key concepts included ( Prioritization, MAjor incident Procedure, Reporting...)

DOCUMENT DESCRIPTION

This document establishes an Incident Management (IM) process according to ITIL v3 best practice and ISO 20000. (Word document including Visio diagram of the process)

This document introduces the Incident Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.

Document contains suggested templates for:
Incident Life-cycle stages
Prioritization Matrix
Categorization
Incident Closure codes
Functional and Hierarchic Escalation Matrix
Major Incident Procedure
Reporting

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Source: ITIL Incident Management Workflow - Process Guide Word document

 

ITIL Incident Management Workflow - Process Guide

Sold by Ivana Nissen (this author has 13 documents)

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This business document is categorized under the function(s): Information Technology   ITIL  

It applies to All Industries.

File Type: Word (docx)

File Size: 347.6 KB

Number of Pages: 68

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Initial upload date (first version): Dec 8, 2017
Most recent version published: Dec 11, 2017

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