ITIL Incident Report Template

by Rahulprasad Hurkadli

ITIL is a set of best practices for IT service management. It helps organizations manage incidents by providing templates and tools like the ITIL incident report template. This template streamlines incident management processes by documenting incidents and capturing essential information. It enhances communication, analysis, and resolution of incidents. 

What is an Incident Report Template?

  • Introduction: An incident report template typically includes an introductory section that provides a brief overview of the incident. It may mention the date, time, and location of the incident, as well as the people involved or affected.
  • Incident details: This section focuses on describing the incident in detail. It may include a description of what happened, the sequence of events, and any relevant background information. Additionally, it may specify whether the incident caused injuries, damage, or any other consequences.
  • Parties involved: This part is dedicated to identifying and documenting the individuals or parties directly or indirectly involved in the incident. It may list their names, roles, contact information, and any other relevant details.
  • Witnesses: If there were any witnesses to the incident, this section captures their information. It typically includes their names, contact details, and statements regarding what they observed.
  • Immediate actions taken: Here, the incident report template documents the immediate actions taken to address the incident or mitigate its impact. It may outline the emergency response measures implemented, the involvement of authorities (if any), or any initial steps taken to control the situation.

Importance of having a standardized incident report template

  • Consistency: A standardized template ensures that all incidents are reported in a consistent manner, regardless of who is filling out the report. This consistency helps to minimize errors, confusion, and miscommunication.
  • Relevant information: The template can be designed to capture all the necessary information about the incident, such as date, time, location, parties involved, description of the incident, and any actions taken. This helps to ensure that all relevant details are recorded, making it easier for subsequent investigations or analysis.
  • Efficiency: With a standardized template, employees or individuals responsible for reporting incidents do not have to waste time creating a report from scratch. They can simply fill in the required fields or checkboxes, saving time and effort.
  • Legal and compliance requirements: Many industries and organizations are required to report incidents, accidents, or near-misses to regulatory bodies or authorities. Using a standardized incident report template helps in meeting these legal and compliance requirements by ensuring that all necessary information is documented and reported appropriately.
  • Analysis and improvement: By using a standardized template, incidents can be easily tracked, analyzed, and compared over time. This allows for identifying patterns, trends, and root causes of incidents, leading to proactive measures for prevention, risk reduction, and improvement in safety protocols or procedures.
  • Documentation and record-keeping: A standardized incident report template assists in maintaining a comprehensive and consistent record of all incidents that occur within an organization or industry. This documentation can be valuable for future reference, legal purposes, insurance claims, or audits.

Features of a well-designed incident report template

  • Clear and concise layout: A well-designed incident report template should have a clean and organized layout that makes it easy to read and understand.
  • Comprehensive sections: The template should include all the necessary sections for capturing relevant information about the incident, such as date and time, location, description of the incident, individuals involved, witnesses, and any actions taken.
  • User-friendly format: The template should be designed in a user-friendly format that guides the person filling out the report through each section, ensuring that no important details are missed.
  • Structured sections: The template should have structured sections with clear headings and subheadings, making it simple to navigate and locate specific information.
  • Checkbox and dropdown options: To streamline the reporting process, the template should have checkboxes and dropdown options for common incident types, severity levels, and other relevant information, reducing the need for extensive free-text entries.
  • Supporting documentation: The template should allow for attachments, photos, or other supporting documents to be included with the report, if applicable.

Benefits of downloading a free ITIL incident report template

  • Time-saving: By downloading an ITIL incident report template, you save time on creating a report from scratch. Templates usually contain pre-defined sections and formats, streamlining the process of documenting an incident.
  • Standardization: ITIL (Information Technology Infrastructure Library) is a widely adopted framework for IT Service Management. By using a template aligned with ITIL principles, you ensure the report follows industry best practices, ensuring consistency and standardization across incidents.
  • Comprehensive structure: Templates often include all the necessary sections to capture relevant information about the incident, including incident details, impact assessment, root cause analysis, corrective actions, and more. This ensures that no critical details are missed during the reporting process.
  • Easy customization: While templates offer a pre-defined structure, they are also usually customizable to meet specific organizational needs. You can modify sections, add or remove fields, and adapt the template to suit your specific incident reporting requirements.
  • Improved communication: Incident reports serve as a means of communication between IT teams and other stakeholders, such as management or clients. Using a template helps provide a clear and concise report, facilitating effective communication and understanding of the incident's impact and resolution.


In conclusion, ITIL incident report template can greatly benefit organizations by providing a standardized and efficient method for reporting and tracking incidents. This template allows for clear and concise documentation of incidents, ensuring accurate and timely resolution.