Major Incident Report

<Customer Title>

<Incident ID – Incident Subject>

Support Company

Author: ITSM Doc

Approved: CEO

Document version: 1.0

Revision:

Date: dd.mm.yyyy.

Standard disclaimer footer here

 Contents

CONTENTS......................................................................................................................2
INCIDENT INFORMATION..................................................................................................3
SUMMARY......................................................................................................................3
IMPACT..........................................................................................................................3
End user impact:..................................................................................................................3
Severely impacted services:................................................................................................3
INCIDENT START DATE AND TIME....................................................................................3
SERVICE RESTAURATION DATE AND TIME.......................................................................3
INCIDENT ROOT CAUSE..................................................................................................3
INCIDENT RESOLUTION COURSE.....................................................................................3
WHAT WE LEARNED....................................................................................................... 4
PLANNED ACTIONS.........................................................................................................4
DOCUMENT HISTORY......................................................................................................5
Versions............................................................................................................................... 5
Approval.............................................................................................................................. 5

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 Incident Information
Customer: ACME ltd.

Incident ID: XXXX

Subject: Incident subject

Service impacted:

Create Time:

Resolve Time:

Summary
<A few paragraphs of very short timeline description, each paragraph beginning with date and time:
„11/05/2011 03:00h we noticed that D disk on web server came close to 98% …“>

Impact
End User Impact:
<what was the impact on users, short description>

Severely Impacted Services:

Usluga Minutes of Minutes of Total minutes SLA impact Time From- No. of users
full service severely [%] To impacted by
downtime reduced QOS downtime

Service1

Service 2

Incident Start Date and Time

dd.mm.yyyy. hh:mm

Service Restauration Date and Time

dd.mm.yyyy. hh:mm

Incident Root Cause

<state the root cause and resolution path, a few paragraphs max.>

Incident Resolution Course

<Copy incident timeline from the IM tool>

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 What We Learned
< lessons learned i what could be better in the future.>

Planned Actions
<If there is an agreed follow-up then state here WHO, WHEN and WHAT, otherwize delete this
chapter and update Table of contents >

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 Document history
Versions

Version Change description Author Date

1.0 First draft ITSM Doc dd. mm. yyyy

Approval
This document is approved in following version:

Name Version Title Date

ITSM Doc 1 CEO 01.01.2010

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