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Table Of Contents

1 Introduction
1.1 Mission and Objectives of Incident Management
1.2 Scope of the Incident Management Process
1.3 Goals of the Incident Management Process
1.4 Benefits and Value of the Incident Management Process
2 Incident Management Relation to Other Processes
3 The Incident Management Process
Process Activity Descriptions
3.1 1.0 Initialization/Shutdown
3.2 1.1 Receive Client Contact
3.3 1.2 Open Incident Record/Identify Client
3.4 1.3 Identify Incident Profile
3.5 1.4 Record Contact Information
3.6 1.5 Resolve Contact or Route Problem/Change Request
3.7 1.6 Advise Client of Status
3.8 1.7 Close Contact
3.9 1.8 Track, Trend and Report Contacts
Resolve Contact, Route Problem or Change Request
4.2 Incident Management Coordinator
4.4 Incident Management Process Owner
4.6 Incident Management Team Leader
4.7 Knowledge Engineer
5 Tool Requirements
ACTIVITIES / TASKS
5.1 Key Generic Tools and Tool Functions
Appendix A: Incident Management Standards and Control Ele- ments
A.1 Incident Types
A.2 Incident Source
A.3 Severity Levels
A.4 Incident Priorities
A.5 Incident Record Status
A.6 Cause Codes
Appendix B: Reporting by the Incident Management Process
B.1 “Help Desk” Industry Standard Metrics
Appendix C: Meetings of the Incident Management Process
C.1 Techelp Team Meeting
Appendix D. The Customer Satisfaction Management Process
D.1. Process Foundation
Definition of Customer Satisfaction Management
Goals and Objectives of Customer Satisfaction Management
Scope of the Customer Satisfaction Management Process
D.3. Customer Satisfaction Management Process flow
D.4 7.1 Determine Customer Requirements and Expectations
Objectives
Tasks
D.6 7.3 Determine Performance Gaps
D.7 7.4 Survey Customers
D8 7.5 Survey Suppliers
D.9 7.6 Develop and Deploy Improvement Plans
D.10 7.7 Analyze and Communicate Survey Results
E.1. Process Foundation
Definition of Communication Management
Goals and Objectives of Communication Management
Scope of the Communication Management Process
E.2. Communication Management Process Flow
E.3 8.1 Develop Communications Plans
E.4 8.2 Establish Communication Distribution Paths
E5 8.3 Design Communication Formats and Methods
Design Communication formats and methods
E6 8.4 Distribute Reports
E7 8.5 Manage Critical Situations
E.8 8.6 Communicate Level 1 Plans and Strategies
E.9 8.7 Solicit Customer Feedback
F1 Process Overview
Definition
Scope
Relationship with Other Processes
F2 Problem Support Management Process Flow
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Sample Process Guide - Incident Management

Sample Process Guide - Incident Management

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Published by jexxica21

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Published by: jexxica21 on Apr 22, 2011
Copyright:Attribution Non-commercial

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11/27/2012

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