IT Incident Management Policy Template

What Is an IT Incident?

An IT incident is any unplanned interruption to an IT service or reduction in its quality. A server going down, email stopping, a printer failing — all are incidents. Without a clear incident management process, responses are chaotic, resolutions are slow, and the same incidents recur.

Incident Severity Levels

• SEV-1 (Critical): Complete system outage affecting all users. Revenue impact. Response within 15 minutes.
• SEV-2 (High): Major system impairment affecting a department. Response within 30 minutes.
• SEV-3 (Medium): Partial impairment, single user critical. Response within 2 hours.
• SEV-4 (Low): Minor issue, non-critical. Response within next business day.

Download the Template

Download the IT Incident Management Policy Template