Checklist Incident Report: Difference between revisions
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'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]] | <seo metakeywords="itil incident report template, incident report checklist" metadescription="The Incident Manager's report (Incident Report) includes the following information: Adherence to agreed Service Levels ..." /> | ||
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Image:ITIL-Wiki-deutsch.jpg|right|Checklist Incident Report - Template Incident Report | |||
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'''ITIL Process''': ITIL V2 [[Service Support]] - [[Service Desk and Incident Management]] | |||
'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]] | '''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]] | ||
'''Source''': Checklist "Incident Report" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2] | |||
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*** Elimination of the root cause | *** Elimination of the root cause | ||
*** Workaround | *** Workaround | ||
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[[Category:Checklist (ITIL)|Incident Report]] | |||
[[Category:Incident Management|Incident Report]] | |||
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Revision as of 19:37, 26 July 2011
<seo metakeywords="itil incident report template, incident report checklist" metadescription="The Incident Manager's report (Incident Report) includes the following information: Adherence to agreed Service Levels ..." />
ITIL Process: ITIL V2 Service Support - Service Desk and Incident Management
Checklist Category: Checklists for Service Desk and Incident Management
Source: Checklist "Incident Report" from the ITIL Process Map V2
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
