Checklist Incident Report: Difference between revisions

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'''ITIL Process''': ITIL V2 [[Service Support]] - [[Service Desk and Incident Management]]
<p>&nbsp;</p>


'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]]
'''ITIL Process''': [[ITIL Service Operation]] - [[Incident Management]]
 
'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Incident Management / Service Desk


'''Source''': Checklist "Incident Report" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]
'''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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The Incident Manager's report includes the following information:
The Incident Manager's report includes the following information:
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*** Workaround
*** Workaround


<p>&nbsp;</p>


<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>


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Revision as of 15:39, 3 August 2013

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

 

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

 

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