I've recently been tasked with coming up with some process documentation on the usage and maintenance of "Incident Templates". Primarily used to quickly stand-up a standardized identification method of capturing of incident data when new interruptions are being reported to a non-centralized, in-house Service Desk. I would also like to use them for when Level 2 teams identify a trend in incidents that SDAs aren't able to resolve or at the start of a high priority (Major, P1, P2) Incident to help capture impact quicker. I'm not finding a lot of use cases or best practices on how other people have managed or used these types of templates and any help would be greatly appreciated.
