Incident Management Workflow - Process Guide (Word DOCX)

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

The Incident Management Workflow – Process Guide is an essential resource for organizations aiming to streamline their incident resolution processes. It provides a comprehensive framework for managing incidents, ensuring that disruptions to services are minimized and resolved efficiently. The guide includes detailed procedures for incident identification, logging, categorization, prioritization, and escalation, making it a valuable tool for IT service management teams.

Key definitions are clearly outlined, including terms such as Major Incident, Service Request, and Service Desk, ensuring that all stakeholders have a common understanding of the terminology used. The Word document also covers the scope of incident management, detailing what is included and excluded, which helps in setting clear boundaries and expectations for the process. Policies related to incident management are specified, emphasizing the importance of timely communication, resolution within acceptable timeframes, and maintaining customer satisfaction.

The guide also includes a RACI matrix, which defines the roles and responsibilities of various stakeholders involved in the incident management process. This ensures accountability and clarity in task assignments. Additionally, the document provides sample KPIs for monitoring the effectiveness of the incident management process, which can be tailored to the specific needs of an organization. This level of detail makes the guide a practical and actionable resource for improving incident management practices.