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Incident Management Process

Updated: Apr 21

An editable document that provides an off-the-shelf incident management process and roles & responsibilities. Adopt and adapt to your own use.

Incident Management Process
Download PPTX • 106KB

Welcome to our Incident Management Process template, a comprehensive guide designed to streamline and standardise the way your IT team handles incidents. This document aims to equip you with an organised process that covers everything from incident recording to resolution and reporting.

Incident management process example

What is the Purpose of the Incident Management Process Template?

The template provides a structured framework to manage IT incidents effectively. It outlines the steps to be followed, from the moment an incident is reported through to its resolution and closure. The document also defines roles and responsibilities for your team, ensuring accountability and prompt action.

Where and When to Use the Incident Management Process Template?

  1. Incident Logging: Whenever a new incident arises, this template offers the initial steps for documentation.

  2. Staff Training: For training new staff members on your company's incident management protocols.

  3. Process Refinement: To review and improve your existing incident management process.

  4. Compliance and Audits: As a reference point during internal and external audits to demonstrate adherence to best practices.

What's Inside?

The template is divided into two main sections:


  1. Record Incident

  2. Classification & Assessment

  3. Investigation & Recovery

  4. Contact Customer with Resolution

  5. Update Knowledge Base

  6. Close Incident

Roles & Responsibilities

  1. Helpdesk Staff: Incident logging, classification, and initial investigation.

  2. Help Desk Manager / Team Leader: Overseeing the process, coordination, and reporting.

  3. Technical Support Staff: Technical resolution and updates.

Additional Information

Each step and role is thoroughly explained to offer guidance on:

  • What information to capture

  • Who is responsible for what task

  • How to classify and escalate incidents

  • How to update stakeholders

  • When and how to close incidents

Why Choose Our Incident Management Process Template?

  1. Standardised Process: Creates a unified approach to incident management.

  2. Clarity: Clearly defined steps and responsibilities eliminate ambiguity.

  3. Efficiency: Helps in quick resolution by informing the team exactly what needs to be done and by whom.

  4. Training Tool: Excellent resource for onboarding new team members.

  5. Enhanced Communication: Streamlines communication between different roles and departments involved in incident management.

Download our Incident Management Process template today to standardise your incident management procedures and enhance your team's efficiency.


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