Incident Management Procedure

Prepared By:	[YOUR NAME]
Company Name:	[YOUR COMPANY NAME]
Department:	[YOUR DEPARTMENT]
Company Email:	[YOUR COMPANY EMAIL]
Company Number:	[YOUR COMPANY NUMBER]
Date:	[DATE]

I. Introduction

This Incident Management Procedure is designed to provide a standardized approach to effectively manage and resolve incidents within [YOUR COMPANY NAME]. The objective is to minimize the impact of incidents on operations and ensure a coordinated response to emergencies.

II. Scope

This procedure applies to all employees of [YOUR COMPANY NAME], including full-time, part-time staff, and contractors who might be involved in incident response.

III. Definitions

• Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service.

• Incident Management: The process responsible for managing the lifecycle of all incidents.

IV. Procedure Overview

The following steps outline the process for managing incidents from identification through to resolution and review.

V. Incident Management Procedure

• Identify and Log Incident: Upon detecting an incident, the employee must immediately log the incident in the Incident Tracking System provided by [YOUR COMPANY NAME].

• Incident Categorization: Categorize the incident based on its type and severity. This helps in determining the prioritization and allocation of resources.

• Incident Prioritization: Assign a priority level to the incident based on its impact and urgency. This dictates the response time objectives.

• Initial Diagnosis: Attempt a quick diagnosis to understand the nature of the incident. Escalate to specialized teams if required.

• Incident Escalation: Based on the complexity, escalate the incident to higher-level support groups within [YOUR COMPANY NAME].

• Incident Resolution: Implement a fix or workaround to restore the service.

• Verify with the user that the incident has been resolved.

• Incident Closure: Close the incident in the tracking system after confirming resolution and capturing all relevant information about the incident management process.

VI. Roles and Responsibilities

Role	Responsibility
Incident Manager	Oversees the incident management process and ensures compliance with the procedures.
IT Support Staff	Performs initial diagnosis, resolves incidents, and escalates complex issues.
Employees	Report incidents immediately via the prescribed channels.

VII. Training and Awareness

Regular training will be provided to all employees on the Incident Management Procedure. This ensures that everyone is aware of the steps to follow in case of an incident and understands the importance of quick reporting and response.

VIII. Continual Improvement

The Incident Management Process will be reviewed annually to ensure its effectiveness and efficiency. Amendments and improvements will be made based on feedback and evolution in business practices and technologies.

IX. Document Control

Document Owner:	[YOUR NAME]
Last Reviewed:	[REVIEW DATE]
Next Review Date:	[NEXT REVIEW DATE]

X. Conclusion

Effective incident management is essential for maintaining the smooth operation of [YOUR COMPANY NAME]'s IT services. We aim to minimize operational disruptions and ensure coordinated emergency responses by adhering to this standardized procedure, which requires all employees to be familiar with and promptly fulfill their roles and responsibilities. Regular training and continuous improvement will enhance our incident management and adaptability to new business practices and technologies, ensuring efficient resolution and reliable IT services.

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