ITSM guide

Incident management: a getting started guide

Includes advice from real-life responders and planning templates for your team

IT incidents can cost between $2,300 to $9,000 per minute depending on your company’s size and industry. With that said, incidents and downtime are as inevitable as the common cold. The key is reducing incident frequency and improving response so that when incidents do occur (and they will), your team can stay in control and reach a resolution fast.

That’s why we’ve created this guide. We want to help teams like yours get started with a formal incident management process.

We'll cover:
thumbs up icon

The ins and outs of beginning an incident management process, including postmortems

Book icon

Defining key fields, industry terms, and SLAs

Message bubble icon

Internal and external communication

As a bonus we’ve also included templates to help you plan with your team and no-nonsense advice from real-life IT incident managers to inform your process.