Site Templates

Incident and Problem Management Repository Site Template

A repository that records all incidents and problems encountered in IT services, including their status, resolution steps, and root cause analysis. It serves as a single source of truth for support teams, service managers, and continuous improvement teams.

Incident Records
Documentation of individual incidents.
- Incident Reports
  Detailed records of reported incidents.
- Incident Classification
  Categorization and prioritization of incidents.
- Incident Resolution Logs
  Documentation of steps taken to resolve incidents.
- Incident Closure Notes
  Final notes and confirmations of incident resolution.
Problem Records
Documentation of underlying problems.
- Problem Identification
  Detection and logging of problems.
- Root Cause Analysis
  Investigation into the root causes of problems.
- Problem Resolution Plans
  Strategies for resolving identified problems.
- Known Error Database
  Repository of known errors and workarounds.
Change Requests
Requests for changes resulting from incidents or problems.
- RFC Forms
  Request for Change documentation.
- Change Approval Records
  Authorization of changes.
- Post-Implementation Reviews
  Evaluation of changes after implementation.
Service Level Management
Monitoring adherence to service level agreements.
- SLA Documentation
  Details of service level agreements.
- Performance Metrics
  Data on incident resolution times and compliance.
- Service Improvement Plans
  Strategies for enhancing service levels.
Reporting and Analytics
Analysis of incident and problem data.
- Incident Trend Reports
  Analysis of incident patterns over time.
- Problem Management Reports
  Summaries of problem management activities.
- Dashboard Metrics
  Visual representation of key performance indicators.
Process Documentation
Guidelines and procedures for incident and problem management.
- Incident Management Process
  Detailed steps for handling incidents.
- Problem Management Process
  Procedures for managing problems.
- Escalation Procedures
  Guidelines for escalating issues.
- Communication Plans
  Strategies for keeping stakeholders informed.
Access Control
Security and permissions related to the repository.
- User Roles and Permissions
  Definition of access levels for users.
- Audit Trails
  Logs of access and changes to records.
- Security Policies
  Guidelines to protect sensitive information.

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