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Incident Management
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Incident Management Icon
Inside Magnifying Glass
3
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Business Department User Group
VeryUrgentNormalPriorityNotsoUrgent
System
failure
System
failure
System
failure
Add text
here
Add text
here
Add text
here
Add text
here
Add text
here
Add text
here
URGENCY
Text Here
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Incident Management Priority Matrix with Very Urgent and User Group
Incident Management Process with Escalation and Resolution
4
• Satisfaction feedback
• Text here
01
• Closure
• Text here
02
• Resolution
• Text here
03
• Assignment or Escalation
• Text here
04 • Investigation & Diagnoses
• Text here
05
• Incident Logging
• Text here
06
• Incident Identification
• Text here
07
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Incident Management Process with Identification and Closure
5
Ongoing
Communication
& Monitoring
Incident Identification
Incident Logging
Initial Investigation & Diagnosis
Assignment or Escalation
Resolution
Closure
Customer Satisfaction Survey
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Incident Management Response Design Framework
6
Prepare
• Run Simulations to
train the team
• Escalate events from
existing systems
Assess
Enrich and evaluate events
against
• Best Practices
• Regulatory
requirements
• Threat intelligence
Coordinate efforts
• Assign tasks
• Share incident status
• Report on progress
Manage Mitigate
Take action and refine
process
• Implement mitigation
• Document
performance
• Conduct post -
mortems
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Incident Management Team Roles and Responsibilities
7
Personal Assistant
CIO
Information
Security
System
Development
Service Delivery
Service
Architecture
Application
Management
Infrastructure
Management
Data Centre
Management
Change
Evaluation
Testing
Development
Projects Office
CSI Manager
Change
management
Incident
Management
Service Desk
Supplier
Relationship
manager
Business
Relationship
Manager
Capacity
manager
Demand Assistant
Financial Analyst
Enterprise
Architecture
Continuity Manager
Availability
manager
Security
Operations Centre
Service
operations Centre
Network
operations Centre
Data Centre
Management
Network
Administrators
Database
Administrators
System
Administrators
ITSM Systems
Support
Enterprise
System Support
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8
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Incident Management with
Gear and Risk Icon
Incident Management Workflow with Response and Diagnosis
9
• Identify the Incident
• Text Here
Incident
Identification
• Register the Incident
• Text here
Logging
• Categories the severity Incident
• Text here
Categorization
• Prioritize whether high
,low or medium
• Text Here
Prioritization
• Prepare a response plan
• Text Here
Response
• Register the Incident
• Text here
Diagnosis
• Implement the response plan
• Text Here
Escalation
• How much escalation is
needed
• Text Here
Resolution
and recovery
• Closure and feedback
• Text Here
Closure
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IT Incident Management Strategy with Service Design and Operation
10
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audience's attention.
ITIL
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Types of Incidents and Their Management
11
Major Incidents
Mention incident here
Mention incident here
03
Major Incidents
Mention incident here
Mention incident here
02
Major Incidents
Mention incident here
Mention incident here
01
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12
Address
# street number, city, state
Contact Number
0123456789
Email Address
emailaddress123@gmail.com
Thank You

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Incident Management Magnifying Glass Priority Matrix Process Resolution Assignment Framework Responsibilities

  • 1. Your C ompany N ame Incident Management
  • 2. 2 This slide 100% editable. Adapt it to your needs and capture tour audience’s attention. Text Here This slide 100% editable. Adapt it to your needs and capture tour audience’s attention. Text Here This slide 100% editable. Adapt it to your needs and capture tour audience’s attention. Text Here Incident Management Icon Inside Magnifying Glass
  • 3. 3 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Business Department User Group VeryUrgentNormalPriorityNotsoUrgent System failure System failure System failure Add text here Add text here Add text here Add text here Add text here Add text here URGENCY Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Incident Management Priority Matrix with Very Urgent and User Group
  • 4. Incident Management Process with Escalation and Resolution 4 • Satisfaction feedback • Text here 01 • Closure • Text here 02 • Resolution • Text here 03 • Assignment or Escalation • Text here 04 • Investigation & Diagnoses • Text here 05 • Incident Logging • Text here 06 • Incident Identification • Text here 07 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 5. Incident Management Process with Identification and Closure 5 Ongoing Communication & Monitoring Incident Identification Incident Logging Initial Investigation & Diagnosis Assignment or Escalation Resolution Closure Customer Satisfaction Survey This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 6. Incident Management Response Design Framework 6 Prepare • Run Simulations to train the team • Escalate events from existing systems Assess Enrich and evaluate events against • Best Practices • Regulatory requirements • Threat intelligence Coordinate efforts • Assign tasks • Share incident status • Report on progress Manage Mitigate Take action and refine process • Implement mitigation • Document performance • Conduct post - mortems This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 7. Incident Management Team Roles and Responsibilities 7 Personal Assistant CIO Information Security System Development Service Delivery Service Architecture Application Management Infrastructure Management Data Centre Management Change Evaluation Testing Development Projects Office CSI Manager Change management Incident Management Service Desk Supplier Relationship manager Business Relationship Manager Capacity manager Demand Assistant Financial Analyst Enterprise Architecture Continuity Manager Availability manager Security Operations Centre Service operations Centre Network operations Centre Data Centre Management Network Administrators Database Administrators System Administrators ITSM Systems Support Enterprise System Support This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 8. 8 This slide 100% editable. Adapt it to your needs and capture tour audience’s attention. Text Here This slide 100% editable. Adapt it to your needs and capture tour audience’s attention. Text Here This slide 100% editable. Adapt it to your needs and capture tour audience’s attention. Text Here Incident Management with Gear and Risk Icon
  • 9. Incident Management Workflow with Response and Diagnosis 9 • Identify the Incident • Text Here Incident Identification • Register the Incident • Text here Logging • Categories the severity Incident • Text here Categorization • Prioritize whether high ,low or medium • Text Here Prioritization • Prepare a response plan • Text Here Response • Register the Incident • Text here Diagnosis • Implement the response plan • Text Here Escalation • How much escalation is needed • Text Here Resolution and recovery • Closure and feedback • Text Here Closure This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 10. IT Incident Management Strategy with Service Design and Operation 10 Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. ITIL This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 11. Types of Incidents and Their Management 11 Major Incidents Mention incident here Mention incident here 03 Major Incidents Mention incident here Mention incident here 02 Major Incidents Mention incident here Mention incident here 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 12. 12 Address # street number, city, state Contact Number 0123456789 Email Address emailaddress123@gmail.com Thank You