Establish a Right-Sized Incident Management Process

Resolve service issues faster and more successfully.

Onsite Workshop


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An ad hoc or poorly designed Incident Management process can cause your organization to experience:

  • Slow incident resolutions that prolong service outages.
  • Poor incident resolutions that cause additional outages and lost productivity.
  • Low user satisfaction with IT services.
  • Limited functionality and usability of IT services.
  • Mismanagement of critical incidents that leave the organization vulnerable and subject to damaging outages and service gaps.

A right-sized Incident Management process will allow your organization to experience:

  • A streamlined Incident Management process that enables faster resolutions.
  • Improved incident resolution performance.
  • Reduction in wasted time and process inefficiencies.
  • Low support costs.
  • Faster detection and triage to incidents.
  • Less redundancy and rework.
  • Successful management of critical incidents.
  • Improved availability and performance of IT services.
  • Improved customer satisfaction.

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.

Activities: Outputs:
1.1 Define workshop objectives
  • Formalized workshop objectives
1.2 Define pain points
  • Identified pain points
1.3 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.

Activities: Outputs:
2.1 Conduct a maturity assessment
  • Maturity assessment
2.2 Select your target state
  • Target state
2.3 Perform a gap analysis
  • Gap analysis
2.4 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.

Activities: Outputs:
3.1 Define SOPs for each phase of Incident Management.
  • SOPs for: incident intake, initial triage, classification, escalation, investigation and diagnosis, and resolution.
3.2 Determine knowledgebase capabilities.
  • Knowledgebase Action Plan
3.3 Plan incident investigation methods.
  • Investigation methods and tools
3.4 Determine investigation tools.
3.5 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.

Activities: Outputs:
4.1 Develop SOPs for critical incidents.
  • Completed SOPs for critical incidents
  • Process for managing critical incidents
4.2 Create a resource engagement plan.
  • Formal resource engagement plan
4.3 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.

Activities: Outputs:
5.1 Develop your Incident Management roadmap.
  • Formal action plan and roadmap
5.2 Determine process KPIs.
  • Identified Incident Management KPIs

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