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Incident Management Workflow - Process Guide (Word DOCX)

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HIGHLIGHTS

Author: Ivana Nissen TOP AUTHOR [?]

Immediate, digital download

File Type: 68-page Word document

Secondary File: PDF (PDF)

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 product (Incident Management Workflow - Process Guide) is a 68-page Word document with a supplemental PDF document, which you can download immediately upon purchase.

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

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

Source: Best Practices in ITIL, Incident Management, Workflow Word: Incident Management Workflow - Process Guide Word (DOCX) Document, Ivana Nissen

ABOUT THE AUTHOR: IVANA NISSEN

Ivana Nissen is an experienced Director with extensive experience in the Management Consulting industry, specializing in Business Process Design, IT Service Management, and IT Strategy. Ivana has a Master of Science (MSc) in Mathematics and Computer Science. [read more]

Ivana Nissen has published 26 additional documents on Flevy.

DETAILS

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 Workflow

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

Service Operation - Process Guides (ITSM, IT Service Manage

$120.00

This bundle contains 2 additional documents.

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Problem Management Workflow - Process Guide

50-page Word document and supporting PDF

$45.00

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Request Fulfillment Workflow - Process Guide

36-page Word document and supporting PDF

$40.00

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Incident Management ( PPT & Process Guide)

$60.00

This bundle contains 1 additional documents.

View Full Details

Incident Management Process PPT (IT Service Management, ITSM)

34-slide PowerPoint deck and supporting PDF

$25.00

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