Checklist Incident Report: Difference between revisions

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'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]]
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'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]]
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'''ITIL Process''': [[ITIL Service Operation]] - [[Incident Management]]
'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk
'''Source''': Checklist "Incident Report" from the ITIL Process Map V2 &nbsp;| &#11208;&nbsp; [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]
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The Incident Manager's report includes the following information:
The Incident Manager's report includes the following information:
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*** Elimination of the root cause
*** Elimination of the root cause
*** Workaround
*** Workaround
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<html>By:&#160;&#160;Stefan Kempter&#160;<a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html>
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[[Category:Checklist (ITIL)|Incident Report]]
[[Category:Incident Management|Incident Report]]
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Latest revision as of 18:59, 29 March 2019

Checklist Incident Report - Template 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.

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