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BENEFITS OF DOCUMENT

  1. Easier implementation of Incident Management process in your Organisation
  2. ISO 20000 and ITSM best practice 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 ITSM 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






his 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
Reportinghis 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
Reportinghis 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
Reportinghis 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

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Incident Management Workflow - Process Guide Word document

This document is available as part of the following discount bundle(s):

Service Operation - Process Guides (ITSM, IT Service Manage Bundle
Incident Management ( PPT & Process Guide) Bundle
 
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Incident Management Workflow - Process Guide

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

It applies to All Industries

File Type: Word (docx)

File Size: 347.6 KB

Number of Pages: 68

Related Topic(s): ITIL Incident Management

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

This product contains a supplemental PDF document.

Initial upload date (first version): Dec 8, 2017
Most recent version published: Feb 14, 2018

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