Incident Report Template (IRT) is a crucial document in the IT Infrastructure Library (ITIL) framework. It serves as a structured record of an IT service disruption or malfunction. A well-designed IRT facilitates efficient incident management, enabling organizations to quickly identify, diagnose, and resolve issues, thereby minimizing downtime and improving service quality.
Key Components of an Incident Report Template:
Service Report Template
Incident Identification
Incident Number: A unique identifier assigned to each incident for tracking and reference purposes.
Date and Time of Incident: The exact time the incident occurred.
Incident Type: A categorization of the incident based on its nature, such as hardware failure, software error, or network outage.
Impact: A description of the severity of the incident’s impact on IT services and business operations.
Priority: A ranking of the incident’s urgency based on its impact and the required time to resolve it.
Incident Description
Detailed Description: A clear and concise narrative of the incident, including the symptoms observed and any relevant error messages.
Root Cause Analysis: An investigation into the underlying cause of the incident, which may involve identifying hardware failures, software bugs, or configuration errors.
Affected Services: A list of IT services impacted by the incident.
Affected Users: A record of the individuals or departments affected by the incident.
Incident Resolution
Resolution Steps: A detailed account of the actions taken to resolve the incident, including any troubleshooting procedures or workarounds implemented.
Resolution Time: The time taken to resolve the incident.
Knowledge Base Update: A note indicating if the incident has been added to the organization’s knowledge base as a potential solution for future occurrences.
Incident Closure
Closure Date and Time: The time the incident was officially closed.
Final Status: A confirmation that the incident has been resolved and the affected services are restored.
Lessons Learned: Any insights or recommendations gained from the incident that can be applied to prevent similar occurrences in the future.
Design Considerations for a Professional IRT:
Clarity and Conciseness: Use clear and concise language to ensure that the information is easily understandable. Avoid technical jargon that may not be familiar to all stakeholders.
Consistency: Maintain a consistent format and layout throughout the template to enhance readability and professionalism.
Organization: Group related information together to improve clarity and facilitate easy reference.
Completeness: Ensure that all necessary fields are included to capture essential information about the incident.
Accessibility: Design the template to be accessible to individuals with disabilities, such as those who use screen readers or assistive technologies.
Customization: Consider customizing the template to meet the specific needs and requirements of your organization.
Example IRT Template Structure:
Incident Identification
Incident Number:
Date and Time of Incident:
Incident Type:
Impact:
Priority:
Incident Description
Detailed Description:
Root Cause Analysis:
Affected Services:
Affected Users:
Incident Resolution
Resolution Steps:
Resolution Time:
Knowledge Base Update:
Incident Closure
Closure Date and Time:
Final Status:
Lessons Learned:
By following these guidelines and incorporating the recommended design elements, you can create a professional and effective Incident Report Template that supports efficient incident management and improves overall IT service quality.
