IT Process Map
Template Description
This template visualizes an IT incident management workflow handling incidents from initial report to resolution. The process accepts inputs from six channels: Event Management, Web Interface, Chat, Phone Calls, Email, and External Suppliers. Incidents flow through ten standardized stages: Identification (1.0), Logging (2.0), Categorization & Prioritization (3.0), followed by a critical decision point (3.1) determining major incident status. Major incidents trigger a specialized procedure (9.0), while standard incidents proceed through Initial Diagnosis (4.0), Escalation (5.0), Investigation (6.0), Resolution (7.0), and Closure (8.0). Throughout all stages, Ownership, Monitoring, Tracking & Communication (10.0) runs as a parallel oversight process ensuring accountability and stakeholder visibility until final resolution.
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Khawaja Rizwan
