Incident Management Process
Implementation guidance The header page and this section, up to and including Disclaimer, must be removed from the final version of the document. For more details on replacing the logo, yellow highlighted text and certain generic terms, see the Completion Instructions document.
Purpose of this document This document sets out the incident management process including flowchart, activities, reporting and roles and responsibilities.
Areas of the ITIL® Framework addressed The following areas of the ITIL Framework are addressed by this document: •
Service Operation: Incident Management
General guidance As with the rest of ITIL, the key with incident management is to adopt and adapt so you will need to develop the incident management process in line with your particular requirements. This may include whether you accept the ITIL recommendation that all incidents should be closed by the service desk and whether you adopt the traditional firstline, second-line, third-line method of escalating incidents. Most organizations have a primary method of contact from users to the service desk e.g. telephone, email etc. and you may need to add further detail around the specifics of how this works for you. Procedural documentation setting out how the service desk system will be used to log and manage incidents (including screenshots) and the method of production of reports will probably be useful to ensure a greater level of consistency in how this process is applied in practice.
Review frequency We would recommend that this document is reviewed annually.
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