Begin by adding basic information about incidents that happened during the week. List each incident ID and paste links to Jira tickets and documentation related to the incident. Keep your ITSM informed by noting the current status and priority for each incident. You can also @ mention team members to identify each incident’s owner and reporter.

Once you’ve added incident information, provide more detailed context for ITSM team members. For each incident, briefly summarize what happened and how it impacted services and users. You should also describe what information’s available in the documentation you’ve attached.

Now that you’ve customized the weekly major incident report, continue to update the template as you make progress on resolving each incident. Incident reporters and owners should also update the template with status updates and any new documentation that’s been created. For each update, make sure to describe what progress was made to keep your ITSM team informed and aligned.