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
Got a question about the product? Email us at support@flevy.com or ask the author directly by using the "Ask the Author a Question" form.
THERE ARE 2 PRODUCTS IN THIS BUNDLE:
|
Incident Management Process is essential Process in Service Support.
Document describes the process in detail including very detailed description of Process flow steps.... [read more]
Individual Price: $25.00
|
|
This document establishes an Incident Management (IM) process according to ITSM best practice and ISO 20000. (Word document including Visio diagram of the... [read more]
Individual Price: $45.00
|
ITIL Service Management Change Management ITSM ISO 20000 Information Technology Configuration Management
![]() |
Receive our FREE Primer on Lean Management
This 32-page presentation from Operational Excellence Consulting explains the Lean Management philosophy, based on the Toyota Production System (TPS). Learn to eliminate waste. |