The Incident Toolkit

The Incident ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to implement Incident in your organization with 16 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Incident by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
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Put together by The Art of Service’s industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of Incident and how to apply them successfully within an organization.
This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a Incident approach that meets today’s standards. It is tailor-fit for professionals who don’t have the time or resources at hand to develop the required templates and structure for implementation.
The Complete Incident Toolkit Includes the following 16 resources:
1.File: 09 Incident Log.doc – Summary: As a customer, you can use the document AS IS, or modify the document to align with the goals, objectives, and guiding principles of your organization. Wordcount: 1061
2.File: 10 Incident Management Policy.doc – Summary: To empower you in the creation process, this document provides some background information regarding the subject area, including considerations to be addressed within the policy itself; however, this is your policy and should reflect the goals, objectives, and guiding principles of your organization. Wordcount: 2374
3.File: 04 Security Incident Template.doc – Summary: For the purpose of this document, a Security Incident Ticket will be defined as a ticket to record information regarding any security issues. Wordcount: 1771
4.File: Critical_Incident_Services.doc – Summary: The System Support plan also describes the impact of system failure (on users & business), the system topology (high level view of the various components), the support matrix (support arrangements for individual components as well as critical 3rd Party Application and Vendor information) and system dependencies (other systems that must be available for effective operation Wordcount: 1450
5.File: INC8440 Incident Management Powerpoint.ppt – Summary: any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in the quality of that service Wordcount: 849
6.File: INC8700 Incident Category Definition Document.doc – Summary: Request for the modification of an environment, product or service such as PC, Laptop, Mainframe, Network service or environment etc, only in respect to the removal or deletion of hardware or software. Wordcount: 2340
7.File: INC8800 Incident Ticket Template.doc – Summary: For the purpose of this document, an Incident Ticket will be defined as a ticket to record information regarding an Incident or Service Request. Wordcount: 1921
8.File: Incident Management – Roles and Responsibilities.doc – Summary: Where a second-line group is used, there are often advantages of locating this group close to the Service Desk to aid with communications and to ease movement of staff between the groups, which may be helpful for training/awareness and during busy periods of staff shortages. Wordcount: 559
9.File: Incident Management Objectives and Goals.doc – Summary: Once developed an Incident Management process can be used to supply workarounds and also capture incidents before they are realised by the business or before they cause significant harm to the IT services being delivered. Wordcount: 395
10.File: Incident Management Reports KPI’s & other metrics.doc – Summary: This document serves as a GUIDE ON SUITABLE KEY PERFORMANCE INDICATORS (KPIs) and REPORTS FOR MANAGEMENT for the Incident Management process. Wordcount: 950
11.File: Toolkit Introduction Presentation – Incident Management.ppt – Summary: Provide you with useable examples and templates to aid implementation and/or improvement of Incident Management in your organization. Wordcount: 131
12.File: incident v4.doc – Summary: To restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Wordcount: 571
13.File: incident v5.0.pdf – Summary: To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Wordcount: 1202
14.File: Process Summary – Incident Management.doc – Summary: The customer shall be kept informed of the progress of their reported incident or service request and alerted in advance if their service levels cannot be met. Wordcount: 272
15.File: Operation – Incident Management.docx – Summary: Incident Management Wordcount: 2
16.File: Incident Manager.doc – Summary: Demonstrates awareness of the role IT plays in enabling the business objectives to be met Wordcount: 216
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Incident.
The kit is designed for those who need or are looking for awareness or skills, but simply don’t have time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.
The Incident toolkit:
1. Contains 16 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Incident
2. Is scalable to any size and type of project or organization
3. Provides blueprints, templates and documents – ready to download and apply
4. Saves you time and budget
Buy with confidence, the Incident toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $90.85 Get it now for just $53.6 ! Save $37.25 (41%)
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