Establish a Right-Sized Incident Management Process

Resolve service issues faster and more successfully.


This content requires an active subscription.

Access this content by logging in with your Info-Tech Research Group membership or contacting one of our representatives for assistance.

Speak With A Representative Sign In
or Call: 1-888-670-8889 (US) or 1-844-618-3192 (CAN)


Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.

Your Challenge

  • Service restoration for incidents is too slow.
  • Incident treatments and attempts at service restorations do not completely resolve the issue.
  • Service disruptions and outages are prolonged due to an informal and inefficient Incident Management process.
  • Confusion and mismanagement of critical incidents prolong service impacting outages that dramatically undermine the operational abilities of the organization.

Our Advice

Critical Insight

  • ITIL’s Incident Management process is not a one-size-fits-all framework.
  • Adapt your Incident Management roadmap and develop a process that is right for your organization.
  • A right-sized process, not the most complex process, will allow you to experience the strongest returns.

Impact and Result

  • Service outages and disruptions will have smaller organizational impact as a result of more targeted and efficient Incident Management.
  • Develop a strong Incident Management process that will prepare your staff to manage all incidents that could be experienced within IT Infrastructure or Applications.

Establish a Right-Sized Incident Management Process


Make the case for a right-sized Incident Management process

Determine what target state best fits the organization considering its level of investment and staff capabilities.


Identify process gaps

Assess process completeness and determine what areas will require process improvement efforts and investments.


Conduct intake and initial triage

Select incident detection practices and develop a knowledgebase.


Develop classification and escalation procedures

Establish an incident prioritization scheme and identify incident escalation paths and time frames.


Establish investigation, diagnosis, and resolution procedures

Formalize a right-sized process for Incident Management and document it in a Standard Operating Procedure.


Manage critical incidents

Establish a specific set of procedures for managing critical incidents.


Build an action plan

Develop and formalize a roadmap to launch the process and achieve your target state.

Onsite Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Make the Case for a Right-Sized Incident Management Process

The Purpose

  • Identify Incident Management pain points.
  • Define your Incident Management process.

Key Benefits Achieved

  • Understanding of the objectives and focus points of the workshop.



Define workshop objectives

  • Formalized workshop objectives


Define pain points

  • Identified pain points


Define Incident Management

  • Incident Management definition

Module 2: Perform a Gap Analysis

The Purpose

  • Determine your Incident Management process maturity.
  • Identify the organization’s Incident Management target state.
  • Perform a current state and gap analysis assessment.
  • Identify Incident Management roles and responsibilities.

Key Benefits Achieved

  • Determine your process gaps and target plans for your right-sized Incident Management.



Conduct a maturity assessment

  • Maturity assessment


Select your target state

  • Target state


Perform a gap analysis

  • Gap analysis


Identify roles and responsibilities

  • Roles and responsibilities

Module 3: Design Your Incident Management Process

The Purpose

  • Develop procedures for successful end-to-end management of incidents.
  • Determine methods and tools for investigating incidents.
  • Plan course of action for managing incident outcomes.

Key Benefits Achieved

  • Documented procedures for:
    • Incident intake
    • Classification
    • Escalation
    • Investigation and diagnosis
    • Resolution
    • Understanding of knowledgebase opportunities
    • Initial triage
  • Identification of incident investigation methods and diagnostic tools.



Define SOPs for each phase of Incident Management.

  • SOPs for: incident intake, initial triage, classification, escalation, investigation and diagnosis, and resolution.


Determine knowledgebase capabilities.

  • Knowledgebase Action Plan


Plan incident investigation methods.

  • Investigation methods and tools


Determine investigation tools.


Define the coordination between Incident and Change Management during incident resolutions.

Module 4: Plan Your Critical Incident Process

The Purpose

  • Determine how your organization will manage critical incidents.
  • Develop procedures for managing critical incidents.
  • Identify staff engagement and resourcing plans.
  • Develop a post-implementation review process.

Key Benefits Achieved

  • More effective management of critical incidents:
    • Faster response times.
    • Reduced confusion and more decisive decision making.
  • Shorter outages and reduced organizational impact from critical incidents.



Develop SOPs for critical incidents.

  • Completed SOPs for critical incidents
  • Process for managing critical incidents


Create a resource engagement plan.

  • Formal resource engagement plan


Establish post-mortem reviews.

  • Post-mortem review process

Module 5: Build an Action Plan

The Purpose

  • Plan and finalize a roadmap for implementing and optimizing a right-sized Incident Management process.
  • Establish KPIs and metrics for monitoring your process.

Key Benefits Achieved

  • A plan for implementing your designed Incident Management process.
  • Identification of KPIs and metrics to ensure process adherence and improved service performance.



Develop your Incident Management roadmap.

  • Formal action plan and roadmap


Determine process KPIs.

  • Identified Incident Management KPIs

Search Code: 75236
Published: June 24, 2014
Last Revised: June 24, 2014