Sure, everyone already has some sort of incident management process in place. The problem is that you may have been doing this since day one without anyone actually bothering to document how it all works.
This is a real pain when you try make a change to the process, and realise that everyone in the department has a completely different understanding of how things should actually be done, when you've got a new member of staff on board, or when your're trying to build some workflow automation into your ITSM tool
So to save yourself the hassle of documenting it from scratch, just download this handy Incident Management Process framework document and natty Visio Workflow diagram and tweak it to suit your environment.
It's written in line with ITIL V3 guidelines, so it shouldn't be too different to what you are already doing, or what you should already be doing.
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