Single logo
LoginSign Up

ITIL Incident Management Audit Checklist

A comprehensive checklist for auditing and improving IT incident management processes in alignment with ITIL best practices to ensure efficient handling and resolution of service disruptions.

ITIL Incident Management Audit Checklist

by: audit-now
4.4

Get Template

About This Checklist

The ITIL Incident Management Audit Checklist is a vital tool for IT professionals and organizations implementing ITIL best practices in their incident management processes. This comprehensive checklist ensures that IT service disruptions are effectively identified, logged, categorized, prioritized, and resolved in a timely manner. By addressing key areas such as incident detection, escalation procedures, and resolution tracking, this checklist helps organizations minimize downtime, improve service quality, and enhance overall IT service delivery and user satisfaction.

Learn more

Industry

Information Technology

Standard

ITIL - IT Service Management

Workspaces

IT Infrastructure

Occupations

Incident Manager
Service Desk Analyst
IT Support Specialist
ITIL Consultant
IT Operations Manager
1
Is the incident response time compliant with the Service Level Agreement (SLA)?
2
What is the average incident resolution time (in hours)?
Min: 0
Target: 4
Max: 24
3
How satisfied are users with the incident management process?
4
What suggestions do you have for improving the incident management process?
5
Is the categorization of incidents accurate based on the defined categories?
6
What is the percentage of incidents that were escalated to higher support levels?
Min: 0
Target: 10
Max: 100
7
What feedback do you have regarding the training provided for incident management?
8
When was the last review of the incident management process conducted?
9
Are incidents being closed in compliance with the established policies?
10
What is the total number of incidents logged during the audit period?
Min: 0
Target: 150
Max: 1000
11
When was the last major incident review conducted?
12
Is the incident management system currently available for use?
13
Was a root cause analysis completed for incidents classified as major?
14
How many major incidents were reported in the last quarter?
Min: 0
Target: 5
Max: 100
15
What observations do you have regarding the incident management process?
16
When was the incident management policy last updated?
17
How effective is the communication regarding incidents to stakeholders?
18
What is the average time to first response for logged incidents (in minutes)?
Min: 0
Target: 15
Max: 120
19
Has a trend analysis of incidents been conducted in the last six months?
20
When is the next scheduled review of the incident management process?

FAQs

The primary goal is to evaluate and improve an organization's incident management processes in alignment with ITIL best practices, ensuring quick and effective resolution of IT service disruptions.

It is recommended to conduct an ITIL Incident Management Audit quarterly or semi-annually, depending on the organization's incident volume and complexity.

Key personnel include Incident Managers, Service Desk staff, Level 2 and 3 support teams, Problem Managers, and IT Operations managers.

Crucial areas include incident logging and categorization, prioritization, escalation procedures, major incident handling, resolution and recovery, and incident closure and evaluation.

The checklist helps identify areas for improvement in incident management processes, measures compliance with ITIL best practices and SLAs, and provides insights for reducing incident occurrence and improving resolution times.

Benefits of ITIL Incident Management Audit Checklist

Ensures efficient and consistent handling of IT incidents

Reduces mean time to resolve (MTTR) incidents

Improves service availability and user satisfaction

Enhances compliance with ITIL framework and SLAs

Facilitates continuous improvement in incident management processes