Hi Steve

Good article.  My lastest ebook covers this also.  It is important to note that plans need to be crafted in context to the business, its cultural aspects of work and most importantly, be contextually relevent to its readers.  To really kick this sort of initiave off you need management buy in, something that is often overlooked and can be difficult to persist in larger organisations.

Also be aware of the "greater initiative", meaning, is the business focused on industry standard service delivery models such as ITIL.  What I am saying here is "dont reinvent the wheel"

Be careful with the work "incident" verses "problem" or "disaster".  All have very different meaning and subsequent actions, especially as you move between support tiers.  Using the team for all types of incidents is an interesting one and would like to hear about the mix of people in your team, did you funnel calls through a help desk and at what times did the group meet etc.., did you break down the support tiers etc?

Cheers

Ck