Checklist Incident Report: Difference between revisions
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'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk | '''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk | ||
'''Source''': Checklist "Incident Report" from the [https://en.it-processmaps.com/products/ | '''Source''': Checklist "Incident Report" from the ITIL Process Map V2 | ⯈ [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | ||
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<html><a rel="author" href="https:// | <html>By:  Stefan Kempter <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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Latest revision as of 18:59, 29 March 2019
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)
- In the past (prolonged IT Service failures etc.)
- 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
- Number of Incidents
- Technical analysis of important or repetitive Incidents
- Description
- Applied resolution strategy
- Elimination of the root cause
- Workaround
By: Stefan Kempter 
, IT Process Maps.
