ITIL Incident Managment documentation

[ryaner]

Hi

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.

thanks

Ryaner

[reachsridhar]

Hi Ryaner,

I have a sample "Incident Report' with me, and willing to share.

I use it to document incidents for the sites whcih are under me.

I can mail it to you; if you can give me your mail ID.

:) Sridhar

[rdbecker]

[nawaz]

Hi there,

May I have a copy aswell please ? My email address is nawaz.khan@cw.com. Thanks in advance.

Nawaz

[itilimp]

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!).

[pbhardwaj]

I have recently documented the Incident Management Process for the account that I am working in India...

Unfortunately sharing the document is not an option, but we might want to discuss the process in detail here if that helps....