The Incident Management V3 Toolkit

The definitive best practice guide to managing incidents as they relate to business activities and service level commitments.

Completely ITIL® and COBIT® compatible, this publication is available in instant download electronic formats.

Packed with proven guidance as designed and used by our senior consultants during the past ten years.

14 Documents, Hundreds of pages, numerous best practice rules and descriptions of all ITIL V3 Incident Management activities.

First time publicly available - our ITSM client's "secret recipe" to their ITIL success.

Many organizations are looking to implement Incident Management as a way to improve the structure and quality of the business.

The information found within the Toolkit is based on the ITIL Version 3 framework, focusing on the Service Operation Lifecycle phase and in particular the process of Incident Management and the management of Major Incidents.  

The Toolkit is designed to answer a lot of the questions about Incident Management, Major Incidents and provides you with useful guides and user-friendly templates.

Presentations can be used to educate or be used as the basis for management presentations or when making business cases for Incident Management implementation.

The additional information will enable you to improve your organizations knowledge base and provide practical, usable examples and templates for you to use in the implementation and maintenance of Incident Management.

The toolkit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activity.

The Incident Management V3 Toolkit:

• Flows logically,
• Is scalable,
• Provides presentations, templates and documents,
• Saves you time.

Start by reviewing the PowerPoint presentations in the following order:

1.    Toolkit Introduction Presentation.-This presentation gives an introduction to the toolkit.

2.    Incident Management ITIL V3   

These presentations will give you a good knowledge and understanding of all the terms, activities and concepts required within Incident Management. They can also be used as the basis for management presentations or when making a formal business case for Incident Management implementation.   Make sure you pay close attention to the notes pages, as well as the slides, as references to further documents and resources are highlighted here.

Look at the supporting documents and resources when prompted during the PowerPoint presentations. Below is an itemized list of the supporting documents and resources for easy reference.  You can use these documents and resources within your own organization or as a template to help you in prepare your own bespoke documentation:

Incident Management ITIL V3:

1.    Incident Management Objectives and Goals
2.    Policies objectives & scope document
3.    Communications: Rountine, Exceptions and Emergencies
4.    ITIL V3 Incident Management Process Flow Diagram
5.    Incident Ticket Template
6.    Incident Category Definition Document
7.    Example Simple Priority Coding System
8.    Incident Management - Roles and Responsibilities
9.    Communication Plan
10.    Incident Management Reports KPI's & other metrics
11.    Business Justification document
12.    Integrated ITSM Technology & Workflow Automated   
              Escalation.

Alternatively, continue by working through the Incident Management Review Document and the Implementation Plan & Project Plan with the focus on your organization.  This will help you ascertain the Incident Management maturity for your organization.  You will able to identify gaps and areas of attention and/or improvement.

The supporting documents and resources found within the toolkit will help you fill these gaps by giving you a focused, practical and user-friendly approach to Incident Management. 

Get Yours RISK FREE NOW