What is This Playbook? This Incident Management Process Playbook provides a structured set of steps, roles, and escalation paths to detect, respond to, and close IT incidents. It guides teams to restore normal service operations efficiently after disruptions. What’s Included? • Incident identification and logging steps• Categorization, prioritization, and escalation procedures• Roles and responsibilities for incident handling• Incident closure and documentation criteria Who Should Use This Playbook? • IT Incident Response teams• IT Operations and support staff• IT Service Management (ITSM) leads Why This Playbook? Unplanned IT incidents can disrupt services and impact users and business functions. This playbook delivers a repeatable incident workflow to reduce downtime, clarify response roles, and capture lessons learned for continuous service improvement.
