Introducing our content ready ITIL Incident Management Workflow PowerPoint Presentation Slides. Talk about the need for implementing incident management processes such as maintaining service levels, meeting service availability requirements and so on. The topic-specific incident resolution workflow PowerPoint presentation contains twenty-two editable PPT slides to serve all your business needs. Take advantage of the professionally designed problem management best practices PPT slideshow to discuss with your team the key issues of ITIL workflow like lack of transparency, decreased customer satisfaction, high risk of business etc. Demonstrate best practice of ITIL management like creating and maintaining a knowledge base and handling major incidents etc. Utilize the visually appealing ITIL framework PowerPoint compete deck to showcase benefits of ITIL e.g. maintain dashboard and reports etc. You can also use the PPT slides to represent stages of the IT incident management lifecycle. Thus, download the informative and interactive PowerPoint templates to list down the key performance indicators of IT incident management. From this day forward you won't look back. Our ITIL Incident Management Workflow PowerPoint Presentation Slides keep you focused ahead. https://bit.ly/2So2pXt

1. YOUR COMPANY NAME
ITIL Incident
Management Workflow

2. 2
Why should we implement ITIL Incident Management
Key Issues without Incident Management
Benefits of ITIL Incident Management
IT Incident Management Lifecycle
Roles & responsibilities involved in IT incident management
Responsibility Matrix: ITIL Incident Management
Post Incident Review
Key performance indicators for IT incident management
Best practices for successful ITIL incident management
Content

3. 3
› To maintain the service levels , it is
essential to avoid incidents
› Incident management can be used
to outline the process followed to
resolve the incidents
› Add Text Here
Maintaining Service
Levels
Meeting Service Availability
Requirements
› It is essential to consistently meet
the service availability requirements
› Incident management can be used
to specify how you will detect
the incidents
› Add Text Here
Improving User
Satisfaction
› Employing appropriate incident
management software's can help
improve user satisfaction by
speeding up the restoration
process
› Using capacity planning software
can be a smart step to ensure
user satisfaction
› Add Text Here
Increasing Staff Efficiency
and Productivity
› It is essential to train the staff in
handling the incidents
› You can consider using performance
and capacity management software
› This can help free up staff time in
order to increase their productivity
› Add Text Here
Why Should We Implement ITIL
Incident Management

4. 4
Key Issues
Withou
Inciden
Managemen
Without Incident Management,
handling issues (tickets) can
be a hassle. Here, we have
listed some of the key issues
that can arise
Lack of transparency on ticket status and
expected timelines for end users
Stretched Resolution Times
Inability to document solutions for familiar issues
Decreased Customer Satisfaction
Higher risk of business disruptions with respect
to major incidents
Add Text Here

5. 5
Assign tickets to technicians or support groups for investigation
Document resolutions in a knowledge repository for future reference
Record all reported IT incidents in a central repository
Maintain dashboards and reports from help desk data for further
insights and analysis
Add Text Here
Benefits of ITIL
Incident
Management

6. IT Incident Management
Lifecycle
6
Incident Logging
Can be logged
through phone calls,
emails, SMS, web forms
Incident Prioritization
Based on the priority, incidents
can be categorized as: Critical;
High; Medium; Low
Ticket Creation
Raise a ticket to report
the incident
Incident Resolution
Considered resolved when the
technician has produced a
temporary workaround or a
permanent solution for the issue
Incident Categorization
Can be categorized and
sub-categorized based on
the area of IT or business
Incident Closure
Can be closed once the issue
is resolved and the user
acknowledges the resolution
and is satisfied with it

7. 7
Roles Responsibilities
End User
› Follow up on an existing request
› Clearly communicating the relevant information to technicians
› Add text here
Tier 1 Help Desk
› Assign Tickets to Technicians
› Analyze and resolve an incident to restore service
› Verify the resolution with the end user and collect feedback
› Add Text Here
Tier 2&3 Service Desk
› Carry Out Incident Diagnosis
› Identify if the incident is a problem and convert the ticket to a problem ticket
› Provide Subject Matter Expertise
› Add Text Here
Incident Manager
› Plan and facilitate all the activities involved in the incident management process
› Coordinate and communicate with the process owner
› Identify the incidents that need to be reviewed
› Add text here
Process Owner
› Take accountability of the overall process
› Design, document, review, and improve processes
› Add Text Here
Roles & Responsibilities Involved
in IT Incident Management

8. Responsibility Matrix: ITIL Incident Management
8
ITIL Role / Sub - Process
Incident
Manager
1st Level
Support
2nd Level
Support
Major
Incident
Team
Applications
Analyst
Technical
Analyst
Incident Management Support
Incident Logging and Categorization
Immediate Incident Resolution by 1st Level Support
Incident Resolution by 2nd Level Support
Handling of Major Incidents
Incident Monitoring and Escalation
Incident Closure and Evaluation
Pro Active User Information
Incident Management Reporting
A
A
A
A R
A R
A R
A R
A
A
R
R
R
R
R
R
R
R
R R
Remarks : A Accountable R Responsible
A
R
R

9. Post Incident evaluation involves the following:
› Who detected the incident and how?
› How soon was the incident detected after occurrence?
› Could the incident have been identified earlier?
› Add text here
Incident Identification
› How quickly were the stakeholders informed about the incident?
› What channel was used for communication?
› How easy was it to communicate with the end user(s) in order to keep them
informed on the status of the ticket?
› Add Text Here
Information Flow and Communication
› How was the incident response team initially structured?
› Was this structure adhered to throughout the incident management life cycle?
› Add Text Here
Structure
› What resources were employed to handle the incident?
› Were the resources used to their optimal capacity?
› Add Text Here
Resource Utilization
› How closely was the defined incident management process followed?
› Could the process be improved to make it more efficient? If yes, how?
› Add Text Here
Process
› What parameters were included in the reports?
› Which parts of the incident life cycle were analyzed?
› Add Text Here
Reporting
Post Incident
Review
Once an incident has been closed, it's good
practice to document all the takeaways from the
same. This enable in preparing the teams for
future incidents and creates a more efficient
Incident Management process.
9

10. 10
Listed below are a few KPIs for effective IT Incident Management:
Incidents over Time
› Involves looking at the average number of
incidents over time
› It can be weekly, monthly, quarterly, yearly,
or even daily
MTBF (mean time between failures)
› It is the average time between repairable
failures of a tech product
› It can help you track availability and
reliability across products
MTTA (mean time to acknowledge)
› It is the average time taken between a system
alert and when a team member acknowledges the
incident and begins working on it
› Helps you understand how responsive your team
is to issues
MTTD (mean time to detect)
› It is the average time taken by the team to
discover an issue
› Used in cybersecurity where teams are
focused on detecting attacks and breaches
On-Call Time
› It can be helpful to track how much time
employees and contractors spend on call
› This can help to ensure no employee or
team is overburdened
Timestamps
› It is encoded information about what happened at
specific times during, before, or after the incident
› It help teams build out timelines of the incident,
along with the lead up and response efforts
Key Performance Indicators for
IT Incident Management

11. 11
Best Practices for
Successful ITIL
Incident
Management
Create, and maintain a knowledge base with
appropriate solutions
01
Handle major incidents by developing unique workflows02
Associate SLAs with IT incidents based on priority03
Offer role-based access to end users and technicians
based on the complexity of the solutions
04
Add Text Here05

12. ITIL Incident Management Workflow Icons Slide
12

13. This is a representative image, and should
be replaced by your own image. Just right
click and replace image.
Name Here
Designation
13
Our TeamThis is a representative image, and should be replaced by your own image.
Just right click and replace image.
Name Here
Designation
This is a representative image,
and should be replaced by your
own image. Just right click and
replace image.
Name Here
Designation
This is a representative image,
and should be replaced by your
own image. Just right click and
replace image.
Name Here
Designation
This is a representative image,
and should be replaced by your
own image. Just right click and
replace image.

14. 14
2018
This slide is 100% editable. Adapt it to
your needs and capture your
audience's attention.
Add Text Here
2019
This slide is 100% editable. Adapt it to
your needs and capture your
audience's attention.
Add Text Here
2020
This slide is 100% editable. Adapt it to
your needs and capture your
audience's attention.
Add Text Here
Timeline
This slide is 100%
editable. Adapt it to
your needs and
capture your
audience's attention.

15. Venn
15
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
01
03 02

16. 16
South Korea
Location
Total Cases of China
Death of Cases:
Total Cases of South Korea
Death of Cases:
6,767
44
80,651
3,070
Coronaviruses are a family of viruses that cause disease in animals. Seven,
including the new virus, have made the jump to humans, but most just
cause cold-like symptoms.
Coronavirus Total Cases of world
102,241
China

17. 17
Facebook Users
This graph/chart is linked to excel, and changes automatically
based on data. Just left click on it and select “Edit Data”.
Twitter Users
This graph/chart is linked to excel, and changes automatically
based on data. Just left click on it and select “Edit Data”.
vs
This slide is 100% editable. Adapt it
to your needs and capture your
audience's attention.
75%
This slide is 100% editable. Adapt it
to your needs and capture your
audience's attention.
50%
Comparison

18. 18
Finance
55%
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Medium
80%
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Maximum
30%
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Minimum

19. Mind Map
19
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
50%
Add Text Here
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Add Text Here
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.

20. 20
Idea
GenerationThis slide is 100% editable. Adapt it to your needs
and capture your audience's attention.
03
This slide is 100%
editable. Adapt it to your
needs and capture your
audience's attention.
02
This slide is 100%
editable. Adapt it to your
needs and capture your
audience's attention.
01
This slide is 100%
editable. Adapt it to your
needs and capture your
audience's attention.
05
This slide is 100%
editable. Adapt it to your
needs and capture your
audience's attention.
04
This slide is 100%
editable. Adapt it to your
needs and capture your
audience's attention.

21. 21
Q
u
o
t
e
s
“The way a team plays as a whole
determines its success. You may have
the greatest bunch of individual stars in
the world, but if they don’t play together,
the club won’t be worth a dime.
–Babe Ruth

22. 22
Thank You for
Watching.!
Email Address
emailaddress123@gmail.com
Address
# street number, city, state
Contact Number
0123456789