UNUS London — Confidential | Document ID: UL-UI-ITSM-002 v1.0 | SOC 2 CC7.3 · CC7.4 · A1.2 | ISO/IEC 27001:2022 A.5.26 | ISO 9001:2015 §10.2 | ITIL 4
MS-ITSM-02 · SOC 2 CC7.3 / CC7.4

Incident & Problem Register

ITIL 4 Incident Management + Problem Management · ISO/IEC 27001:2022 A.5.26
2
SLA Breaches — This Month Incidents resolved outside contracted SLA window · SOC 2 CC7.4 review required
P1 Open
1
SLA: ≤4 hrs
P2 Open
1
SLA: ≤24 hrs
Total Open
3
All priorities
Avg MTTR
3.4h
P1 target: 4 hrs
Open Problems
1
ITIL 4 Problem Mgmt
RCA Pending
1
ISO 27001 A.5.26
MTTR Trend — Last 8 Weeks (Hours)
Incidents by Priority — 30 Days
Live Incident Queue
Ref Priority Title / Category Assigned To Status Age SLA Status Actions
SOC 2 CC7.3 · CC7.4

Incident Queue

All incidents · Sorted by priority then age · Status transitions logged with timestamp
Ref Priority Title / Category Reported By Assigned To Status Opened MTTR SLA Flags Actions
ITIL 4 Problem Management · ISO 9001:2015 §10.2

Problem Register

Root-cause groupings of recurring incidents · Corrective action tracking
Ref Priority Title Linked Incidents Status Workaround Fix Target Age (Days) Actions
ISO/IEC 27001:2022 A.5.26 · SOC 2 CC7.4

Root Cause Analysis

Mandatory for all P1 incidents · Corrective and preventive actions · Evidence for audit
⚠ ISO 9001:2015 §10.2 Requirement: Root cause analysis shall be completed for all P1 incidents within 5 business days of resolution. Corrective actions shall be documented, implemented, and verified.
RCA Ref Incident Ref Root Cause (Summary) Corrective Actions Status Review Date Completed By
SOC 2 A1.2 · ITIL 4 Continual Improvement

Performance Metrics

MTTR analysis · SLA breach register · Open incident counts by priority
SLA Performance by Priority
Priority Total Open Resolved SLA Target Avg MTTR Breach Count Compliance %
SLA Breach Register — SOC 2 CC7.4
ℹ Each breach record below constitutes SOC 2 CC7.4 accountability evidence. Reviewed weekly by the Service Desk Manager. Review date and notes must be populated before audit submission.
Incident Ref Priority SLA Target (hrs) Actual MTTR (hrs) Breach Delta (hrs) Recorded At Reviewed Review Notes