Description
A working incident management procedure built on ITIL 4 — priority matrix, response targets, escalation path, major incident handling and the communication templates that go with them.
Who it is for: IT teams and service desks that currently run on WhatsApp and hope.
What is inside
- Purpose, scope and definitions
- Impact × urgency priority matrix
- Response and resolution targets by priority
- The nine-step incident process, end to end
- Roles and a RACI you can lift straight in
- Functional and hierarchical escalation rules
- Major incident procedure and war-room checklist
- Customer and executive communication templates
- Closure, review and the KPIs worth measuring
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