🚨 Incident Management
Incident Management restores normal service operation as quickly as possible and minimises the adverse impact on business operations. ITIL 4 defines it as a key practice within the Service Value Chain's "Deliver & Support" activity.
What Is an Incident?
An incident is an unplanned interruption to an IT service, or a reduction in the quality of an IT service.
Examples:
- User cannot log in to the CRM application
- Email service response time exceeds 30 seconds
- Database server is unavailable
- Network link between offices is down
Priority Matrix
| Priority | Impact | Urgency | Target Response | Target Resolution |
|---|---|---|---|---|
| P1 — Critical | High (entire business) | High | 15 minutes | 4 hours |
| P2 — High | High (department) | Medium | 1 hour | 8 hours |
| P3 — Medium | Medium (team) | Low | 4 hours | 24 hours |
| P4 — Low | Low (individual) | Low | 8 hours | 72 hours |
Section Contents
Downloadable Templates
| Template | Format | Download |
|---|---|---|
| Incident Report | Excel | ⬇ Download |
| Incident Procedure | Word | ⬇ Download |
| RACI Matrix | Word | ⬇ Download |
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