Documenting standardized incident management process

01/2015

In 2015, our team drafted an Incident Management Process Guide for our clients. The Guide details all the activities of the process and respects the ITIL V3-2011 reference framework.  The processess were verified with ITChapter, an Axelos partner in Canada

The Guide includes the following elements : 


  • Presentation of basic principles and definitions
  • Details of the roles involved in the process
  • Presentation of the high level flowchart
  • Presentation of detailed activities and roles involved through standardized procedures
  • Summary table of activities breakdown by role : RACI

The Guide is now part of our in-house standardized tools.

SIMILAR PROJECTS


  • Design of an IT service management process for a large bank using the ITIL V3 framework [ see ]
  • Documenting the standardized change management process   [ see ]
  • Documenting the standardized production management process [ see ]
  • Documenting the standardized problem management process [ see ]
  • Documenting the standardized service request management process [ see

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