Procedure template

IT incident management (service desk) procedure template

The 7 steps of this procedure, as the template writes them. You adapt them to your company, then approve and download the document.

The steps

Log every incident in the service desk tool: reporter, affected service, impact and urgency.
Set the priority from impact and urgency (P1 to P4) and acknowledge within the target time.
Categorise the incident and check known errors and documented workarounds first.
Diagnose and resolve; escalate to level 2 or 3 support when the resolution target is at risk.
Declare a major incident for any P1: notify management and update users at agreed intervals.
Confirm the resolution with the user before closing, with a resolution code.
Open a problem record for major or repeated incidents and hold a post-incident review.