IT incident handling
From the reported incident through assessment and resolution to feedback for the reporter.
Tell the AI what runs differently at your company and get the adapted process back in seconds. The download gives you BPMN 2.0 XML, ready to import into any BPMS.
How to tell whether the process works
Share of incidents resolved at first contact, target 55 percent.
8 steps, 3 lanes
Service desk
Service desk
Service desk
Continue with your business address
The full diagram, the process record and the files are reserved for business addresses.
- The complete diagram
- All 8 steps in full
- Goal, scope and trigger
- Inputs and outputs per step
- Every metric with its target
- Risks, opportunities and business rules
- Standards and legal basis
- The BPMN file, ready to import
When this template fits
Who it is for
For IT teams between two and twenty people who currently take incidents through a shared mailbox or by word of mouth. Past that size word of mouth stops working, because nobody can say what is still open and how long it has been sitting there.
Where it typically stalls
At the assessment step. If every report is equally urgent, the loudest gets worked first rather than the most important. The template therefore makes assessment its own step, before anyone starts fixing anything.
What it connects to
Upstream is user administration, since a sizeable share of incidents are missing or wrong permissions. Downstream is change control, as soon as the fix means touching the system.
Relation to standards
ISO 27001 requires a controlled way of handling security incidents, meaning capture, assessment, response and documentation. The template maps the general incident path, from which the security incident branches off as a special case.
Part of these process maps
A single process says little about where it sits in the company. These maps show it among its neighbours.
- ServicesThe process landscape of a service company, from enquiry through delivery to invoicing.
- RetailThe process landscape of a retailer, from assortment through logistics to returns.
- Manufacturing and engineeringThe full process landscape of a mid-sized manufacturer, from first enquiry to spare part.
- InsuranceThe process landscape of an insurer, from application through policy to the reported claim.
What people ask first
Is this an ITIL incident process?
It follows the same logic but avoids ITIL vocabulary. Teams using ITIL can rename the steps without changing the structure.
Does it cover security incidents?
Not fully. It shows where the security incident branches off, since that path has its own reporting lines and deadlines.
May I hand the template out in training sessions?
Yes. All templates are published under CC BY 4.0, so you may print, share and teach with them as long as you credit Procevia as the source.