Incident management template

Your incident management template should include incident details (date, time, description), severity classification, assigned responders, step-by-step resolution procedures, communication protocols, escalation paths, and a section for post-incident review. Consider adding fields for tracking response times and documenting lessons learned to continuously improve your incident handling process.

Prioritize incidents based on impact (number of users affected), urgency (business criticality), and service level agreements. Create a simple matrix in your template with priority levels (critical, high, medium, low) and corresponding response time targets. This helps your team immediately understand which incidents need immediate attention and which can be addressed later.

Include roles for incident manager (coordinates overall response), technical responders (address the incident directly), communications lead (handles stakeholder updates), and incident owner (accountable for resolution). For larger organizations, add escalation contacts and subject matter experts. Clearly define responsibilities for each role to prevent confusion during high-pressure situations.

Create mandatory fields for critical information like incident description, actions taken, and resolution steps. Use Lumiform’s photo capture feature to document visual evidence. Implement a review process where a second team member verifies documentation completeness. Establish clear standards for what constitutes thorough documentation and train your team accordingly.