Posted: Tue May 09, 2006 8:27 pm Post subject: ITIL Incident Managment documentation
I have documented a top down incident management process flow for a company. The documentation is giving me some trouble - do anyone have sample process documentation? Its not covered very well in the training, not covered at all really and in the Service Support book its not covered well in the book either.
If people are looking for samples there is some good documentation on Microsoft Technet under IT Solutions, MOF Continuous Improvement Roadmap.
Search for incident management and also in the optimizing section of the download there is a template specifically for incident management.
I'd post the link but it will be removed  Just have a good rummage and you'll find it!
For those not familiar with MOF it is Microsoft's take on ITIL and when they were putting it together some of the people involved were ITIL authors - so it shouldn't conflict too much. In many instances it actually gives you the practical guidance that is missing from the current ITIL publications (but now I digress!).
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