Good Incident Reports

Discuss and debate ITIL Change Management issues
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Joined: Thu Aug 26, 2010 8:00 pm

Fri Aug 27, 2010 10:46 pm

Hi everyone,

Thank you for your contribution in advance.
I have been seconded to Service Management from Service Desk (Tier 2) and am planning to give my ITIL foundation exam within 6 weeks.

One of the immediate tasks in my new role will be helping the staff writing correct incident reports.
As I am from the Information systems background (University courses and education), I am reasonably good in writing incident reports.

However, there are a few people in the Service Desk area who are technically good but struggle a bit when writing incident reports.
For this I am planning to give the staff a presentation for Writing Quality incident reports.

Can someone please share some views/articles on writing good incident management reports.


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