Scribd
Upload
546 views6 pages

Itil Incident and Problem Management Checklist

This document contains templates for incident management, change management, and post-implementation review. The incident management template includes sections for logging incidents, classifying priority and impact, diagnosing issues, resolving incidents, and ensuring follow-up. The change management template evaluates proposed changes, assesses outcomes and risks, and tracks the change process. The post-implementation review template contains questions to assess project goals, end-user experience, financials, and opportunities for improvement.

Uploaded by

Alex Batista
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
546 views6 pages

Itil Incident and Problem Management Checklist

This document contains templates for incident management, change management, and post-implementation review. The incident management template includes sections for logging incidents, classifying priority and impact, diagnosing issues, resolving incidents, and ensuring follow-up. The change management template evaluates proposed changes, assesses outcomes and risks, and tracks the change process. The post-implementation review template contains questions to assess project goals, end-user experience, financials, and opportunities for improvement.

Uploaded by

Alex Batista
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 6

IT INCIDENT MANAGEMENT TEMPLATE DATE

CUSTOMER NAME

INCIDENT LOGGING
Process

Time

Responsible

INCIDENT CLASSIFICATION
Priority

Possible outcome

Major incident

Incident location

SLA violation

INCIDENT CLASSIFICATION
Item

Origins of the incident

Processes/systems affected

Preliminary diagnosis

Incident span

Incident escalation

Contact person (if escalated)

Final diagnosis
INCIDENT RESOLUTION
Actions performed

Resolution time

Ticket closure time

POST-RESOLUTION PROCESSES
Added to knowledge base

Customer satisfaction score

QUESTIONS TO DEFINE GAPS IN INCIDENT MANAGEMENT


1 Have you provided channels for incident reporting Comments
(phone number, email, etc.)?

2 Do you process all incidents? Comments

3 Do you have a tag system in place? Comments

4 Do you assign incident priority using a matrix? Comments

5 Do you define preliminary diagnosis? Comments

6 Do you have a system for handling major incidents? Comments

7 Do you have documented timeframes for ticket Comments


resolution?

8 Have you created an escalation system? Comments

9 Do you have a root-cause analysis in place? Comments

10 Have you developed a knowledge base? Comments

11 Do you add all incidents into a knowledge base? Comments

12 Do you have documentation in place? Comments

13 Do you notify customers of changes in status of Comments


issues?
Use this matrix to define the priority of the incident depending on
IMPACT
the impact and time needed to mitigate it
High Medium Low

High 1 2 3
URGENCY

Medium 2 3 4

Low 3 4 5
REQUEST FOR CHANGE PROJECT

REQUEST DATE

URGENCY

CHANGE EVALUATION
Item/process requested to change Comments Estimated completion time Comments

Change description Comments Resources/equipment Comments

Reason for the change Comments Estimated budget Comments

ESTIMATED OUTCOMES AND RISKS


Financial Short-term Comments

Long-term Comments

IT strategy Short-term Comments

Long-term Comments

Efficiency Short-term Comments

Long-term Comments

Incident & problem management Short-term Comments

Long-term Comments

Security Short-term Comments

Long-term Comments

Change approved

Change rejected (reasons)

Change-tracking process Date Status


GAP ANALYSIS
The project has met the goals stated Comments

Comments

Direct communication with parties Comments


involved and end-users was successful

Comments

The outcomes meet compliance Comments


requirements

Comments

All steps of the projects were carefully Comments


documented

Comments

The outcomes deliver an acceptable Comments


level of quality

Comments

Post-implementation
Comments
review questions
PROJECT-RELATED QUESTIONS

Was the initial problem solved and the


desired outcome achieved?

Does the changed item function as


expected?

Is there any unexpected impact caused


by the change?

Were the changes delivered in a timely


manner?

Were users and employees sufficiently


trained to use the change?

Was a control system created? Does it


work correctly?
Post-implementation
Comments
review questions
FINANCES

Were the planned resources used fully?


Did you use additional ones?

Did the change fit the budget


estimated?

Were operational costs after


deployment calculated?

Do benefits substantially outweigh the


price?

END-USER ANALYSIS

Does the changed item solve end-user


pains?

What are the outcomes for end-users?

How will end-users be supported after


deployment?

Satisfaction score after deployment

FURTHER DEVELOPMENT

Were the estimated benefits achieved?


If not, what should be done?

Can this item add more value?

What opportunities does this project


present?

Are there any other areas of


development?

BOTTOM LINE

What problems were encountered? How


could they have been avoided?

What processes were completed ahead


of schedule?

Which processes should be


implemented in future projects?

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy