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BENEFITS OF DOCUMENT

Easier implementation of Incident Management process in your Organisation
ISO 20000 and ITIL v3 compliant
Templates and Samples for key concepts included ( Prioritization, MAjor incident Procedure, Reporting...)

DOCUMENT DESCRIPTION

This document establishes an Incident Management (IM) process according to ITIL v3 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: ITIL Incident Management Workflow - Process Guide Word document

This document can be purchased as part of a discount bundle:

ITIL Service Operation - Process Guides Bundle	View Details
ITIL Incident Management Bundle	View Details

This document is part of the following Business Toolkits:

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Incident Management	View Details

ITIL Incident Management Workflow - Process Guide

Sold by Ivana Nissen (this author has 16 documents)

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This business document is categorized under the function(s): Information Technology ITIL

It applies to All Industries.

File Type: Word (docx)

File Size: 347.6 KB

Number of Pages: 68

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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ITIL Incident Management Workflow - Process Guide

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