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Step 1 Start by reviewing the PowerPoint presentations in the following order: Toolkit Introduction Presentation.-This presentation gives an introduction to the toolkit.
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.
Step 2 If you did not look at the supporting documents and resources when prompted during the PowerPoint presentations, do this now.
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: Incident Management Objectives and Goals Policies objectives & scope document Communications: Rountine, Exceptions and Emergencies ITIL V3 Incident Management Process Flow Diagram Incident Ticket Template Incident Category Definition Document Example Simple Priority Coding System Incident Management – Roles and Responsibilities Communication Plan Incident Management Reports KPI’s & other metrics Business Justification document Integrated ITSM Technology & Workflow Automated
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