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BENEFITS OF DOCUMENT

Easier implementation of Incident Management process in your Organisation
ISO 20000 and ITSM best practice compliant
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

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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

Sold by Ivana Nissen (this author has 25 documents)

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

Information Technology ITSM

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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