Checklist Incident Report

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Checklist Incident Report - Template Incident Report

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)
• 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