BUY WITH CONFIDENCE
BENEFITS OF 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
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. 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
OVERVIEW
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]
Ask the Author a Question
This document is available as part of the following discounted bundle(s):
Save %!
Service Operation - Process Guides (ITSM, IT Service Manage
This bundle contains 3 total documents. See all the documents to the right.
Save %!
Incident Management ( PPT & Process Guide)
This bundle contains 2 total documents. See all the documents to the right.
ITIL ITSM Service Management Incident Management Change Management Workflow Problem Management Information Technology ISO 20000 Configuration Management Business Framework PowerPoint Diagrams IT Governance Human Resources Contract
Download our FREE Digital Transformation Templates
Download our free compilation of 50+ Digital Transformation slides and templates. DX concepts covered include Digital Leadership, Digital Maturity, Digital Value Chain, Customer Experience, Customer Journey, RPA, etc. |