Checklist Incident Report

Checklist Incident Report - Template Incident Report

 

ITIL Process: ITIL Service Operation - Incident Management

Checklist Category: ITIL Templates - Incident Management / Service Desk

Source: Checklist "Incident Report" from the ITIL Process Map V2  | ⯈  ITIL Process Map V3

 

The Incident Manager's report includes the following information:

• Adherence to agreed Service Levels
  • Agreed Service Levels
  • Attained Service Levels
• Major Incidents causing breaches of agreed IT Service Levels
  • In the past (prolonged IT Service failures etc.)
    • Type of event
    • Causes
    • Counter-measures for the elimination of the Incident
    • Measures for the future avoidance of similar occurrences
  • In the future (e.g. planned prolonged downtimes to IT Services)
• Statistical evaluations
  • Number of Incidents
    • Over time
    • According to categories
  • Resolution times
    • According to duration
    • According to categories
  • Initial resolution rate
    • Over time
    • According to categories
  • Trend analyses
• Technical analysis of important or repetitive Incidents
  • Description
  • Applied resolution strategy
    • Elimination of the root cause
    • Workaround

 

By:  Stefan Kempter , IT Process Maps.