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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: Best Practices in ITIL, Incident Management, Workflow Word: Incident Management Workflow - Process Guide Word (DOCX) Document, Ivana Nissen
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ABOUT THE AUTHOR
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]
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This document is available as part of the following discounted bundle(s):
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Service Operation - Process Guides (ITSM, IT Service Manage
This bundle contains 3 total documents. See the additional documents to the right.
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Incident Management ( PPT & Process Guide)
This bundle contains 2 total documents. See the additional documents to the right.
ITIL ITSM Incident Management Service Management Change Management ISO 20000 Workflow Configuration Management Human Resources PRINCE2 Contract
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