ITIL Incident Management

When an IT service goes down, every minute carries a cost. This ITIL Incident Management SOP gives your service desk a single, repeatable path from the moment a disruption is detected — by a monitoring tool or a user — through to a verified, documented closure, so outages are resolved quickly and consistently instead of by whoever happens to pick up the ticket.

The workflow enforces the escalation logic that keeps service desks healthy: L1 attempts a knowledge-base fix first, anything beyond their reach routes to L2/L3 specialists, and a "major incident" branch hands communications to an Incident Manager so engineers can focus purely on restoration. Built-in loops re-work a failed fix and reopen a disputed resolution, so nothing is closed prematurely.

Import this template into Essoflo to wire in your own ITSM tool, monitoring platform, and SLA thresholds, assign the L1/L2/L3 and Incident Manager roles to your team, and adapt the categorisation and closure steps to your environment.