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 1. Overview 
 What is Incident Management? 
 Why use Incident Management? 
 Who uses Incident Management? 
 How Incident Management works 
 What does Incident Management cost? 
 2. Implementation Guide 
 Define what needs to be done to implement Incident...  
  Prepare to implement Incident Management 
 The Incident Management implementation plan 
 Incident Management post implementation review 
 3. Operations Guide 
  Who carries out Incident Management? 
 DW1105 When does Incident Management occur? 
 How to operate Incident Management 
  Measuring the results of Incident Management 
 4. Toolkit 
 Incident Management downloads 
 Incident Management resources 
 5. Roles and responsibilities 
 Service Desk role in Incident Management 
 Technical support role in Incident Management 
 User role in Incident Management 
 6. Review 
 Recap of Incident Management  
 Checklist  
Service Desk role in Incident Management
The Service Desk responsibilities include:
    • checking the incident sheet has been completed by the user
    • actioning the incident sheet
    • logging the incident in the call log
    • performing the initial incident diagnostics
    • requesting technician support when required
    • ownership of the call, monitoring, tracking and communication
    • updating records (call log, incident sheet) with the resolution
    • closure of Incidents
    • filing of incident sheet and incident diagnostics sheets
    • progressing any follow up action (eg, follow through into problem management).
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