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Use this template to record the key details required for effective critical incident management, including a list of critical IT services, a list of key upper tier...
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Use this template to record the key details required for effective problem management – both proactive and reactive. Outline a problem management workflow, record the...
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Provide a process workflow for easier reference and to communicate process expectations to stakeholders.
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Use these examples to guide your KB article templates and to clarify appropriate level of detail.
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Modify these examples to suit your requirements.
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Capture initiatives to educate staff and drive buy-in from senior leadership on improvements to your incident and problem management processes.
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Document your procedures to identify control points and areas of opportunity.
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IT incidents can be categorized into runbooks where a standardized response process is defined, eliminating inconsistency and ambiguity while increasing operational...
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An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if...
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Use this template to codify which details need to be included in problem documentation, including integration with the incident management process. While most ITSM tools...
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