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This documents establishes an Incident Management (IM) process according to ITSM best practice and ISO 20000. (Word document including Visio diagram of the process as well as Power Point presentation 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