Incident Management Toolkit

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Confirm your organization ensures that IT Service Management is introduced and implemented according to guidelines set forth by leadership, while working closely with the Change Management, Incident Management, Help Desk, architecture, functional teams and business units.

More Uses of the Incident Management Toolkit:

  • Manage round the clock services (People, Process and Technology) to assure Monitoring, Incident Management and pro active Problem Management from Detection to Correction of any issue.

  • Audit: partner with the assigned architecture to ensure the system remains aligned with target architecture, design standards, and patterns.

  • Ensure your business adheres to all departmental and organization safety policies, practices, and procedures; reports any unsafe activities to supervisor or Human Resources.

  • Initiate: complete onsite preparation and planning for delivery of projects as solution deployments, configuration changes, capacity increases, and upgrades.

  • Develop close partnerships and collaborate across the enterprise to build good working relationships across all functions and alignment across the business.

  • Support all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, and equipment and ensure optimal performance of the end user workstations.

  • Head: test the given information for validity and accuracy escalate complex issues and non IT related problems to the appropriate department.

  • Be accountable for resolving inquiries/problems by using Critical Thinking, resourcefulness, and teamwork in combination with established Processes And Procedures.

  • Be accountable for recording, managing and resolving the problem by advancing to an elevated level of expertise, of appropriate integrating with Change Management, Incident Management and Configuration Management.

  • Orchestrate: partner with internal customers to develop new insights and understand long term vision of programs and deliver actionable results.

  • Be certain that your organization provides support for It Security capabilities, products and services, Incident Management, communications, and training advanced joint multi organization Cybersecurity strategies.

  • Audit: participation in the migrations of equipment from existing data centres to new data centres whilst maintaining business as usual operations.

  • Manage system related technology acquisitions, lead vendor Risk Mitigation actions and manage technology Vendor Relationships for third party technologies or services (if applicable).

  • Collaborate with engineering, design groups and product leads to escalate, investigate and resolve issues (defects) escalated by Consumer Services and your partners and customers.

  • Identify: champion alignment between multiple team responses to support a coordinated approach from Incident Management through Business Continuity.

  • Be accountable for delivering an enterprise level service where you have identified attacks, intrusions, unusual or illegal activity and acted in line with an Incident Management or response plan.

  • Develop, implement, and monitor your organizations security, Incident Management, Emergency Response, and back up/Disaster Recovery plans.

  • Develop and maintain security and assess control on systems and network in collaboration with Security team to deliver projects, Incident Management needs and monitoring.

  • Establish and implement a process for Incident Management to effectively identify, respond, contain and communicate a suspected or confirmed incident.

  • Perform Incident Management on wide variety of issues impacting network and voice infrastructure or that are result of failure in its operation.

  • Provide direction of Business Process and Security Architecture design as it relates security analyzing tools for Security Incident Management.

  • Analyze suspicious web or email files for malicious code discovered through SPAM email monitoring and any other available sources.

  • Organize: coordination and Communication Skills in order to work with other technology and business partners during high stress situations.

  • Strive for Continuous Improvement of the Incident Management process and the integration of the Incident Management process with other IT Operations management processes, as problem and Change Management.

  • Lead: monitor external Open Source platforms for Physical Security threats to charter assets and initiate Incident Management when appropriate.

  • Establish that your organization oversees or performs the interpretation of regulations and identifies Compliance Requirements in multiple jurisdictions, assesses likely risks and recommends compliant solutions that support business goals.

  • Establish that your project complies; partners with other areas of your organization to establish and maintain a high level of compliance, serving as an expert on compliance matters by identifying Compliance Requirements and recommending compliant solutions that support business goals.

  • Manage work with Incident Management and Threat Management to follow incident Response Procedures to ensure proper detection, mitigation controls.

  • Ensure you gain; understand and execute the IT processes of Incident Management, Problem Management, Change Management, and Configuration Management.

  • Be accountable for delivering sustained high quality support of the Data Center technical and environmental infrastructure in order to maintain service availability.


Save time, empower your teams and effectively upgrade your processes with access to this practical Incident Management Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Incident Management related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Incident Management specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Incident Management Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Incident Management improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. How will the Incident Management data be analyzed?

  2. How important is Incident Management to the user organizations mission?

  3. How do you improve your likelihood of success?

  4. Who else should you help?

  5. What is your formula for success in Incident Management?

  6. How do you mitigate Incident Management risk?

  7. Can support from partners be adjusted?

  8. Has the Incident Management value of standards been quantified?

  9. Does a Incident Management quantification method exist?

  10. How do senior leaders deploy your organizations vision and values through your leadership system, to the workforce, to key suppliers and partners, and to customers and other stakeholders, as appropriate?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Incident Management book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Incident Management self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Incident Management Self-Assessment and Scorecard you will develop a clear picture of which Incident Management areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Incident Management Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Incident Management projects with the 62 implementation resources:

  • 62 step-by-step Incident Management Project Management Form Templates covering over 1500 Incident Management project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Incident Management project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Incident Management project team have enough people to execute the Incident Management project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Incident Management project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Incident Management Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

  • 2.1 Incident Management Project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Incident Management project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Incident Management project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Incident Management project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Incident Management project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Incident Management project with this in-depth Incident Management Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Incident Management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Incident Management and put Process Design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Incident Management investments work better.

This Incident Management All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.