Checklist Incident Report

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ITIL Process: Service Support - Service Desk and Incident Management

Checklist Category: Checklists for Service Desk and Incident Management


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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