Incidents are part of everyday business, regardless of the quality of service provided by their IT teams. So what makes a successful business stand out from the rest? Simple, its ability to respond to these incidents, a capacity that will be better or worse according to the Incident Management strategies it implements.
Incident Management is just a process of getting IT services back to their original state even after an adverse event.
Its main objectives are to mitigate as soon as possible the impact of incidents on users and the company, and achieve service continuity regardless of the severity of the incident.
The consequences of not having an effective Incident Management strategy can be catastrophic for the business; they can even lead to prolonged disruption of vital business operations. Luckily, today we brought you an article that talks about the advantages and best practices related to this process. Read on and find out more.
What is Incident Management?
To better understand what Incident Management is, we need to start by defining exactly what an incident is.
An incident is an event or problem that negatively affects the performance of IT services. Incidents are capable of both degrading services and completely interrupting them, depending on their severity and the responsiveness of the IT team.
The incident can be identified by IT operating teams or by users communicating information to the IT service center. A failure of a component of a technology service that has not yet impacted the service to users should also be considered an incident.
Incident Management is the process that comprises all the strategies and activities that must be carried out to monitor the entire life cycle of the incident, from its opening to its closure.
Incident Management policies
- Ensure that IT services return to optimal performance.
- Reduce the potential risks and impacts that the incident may cause.
- Safeguard system integrity in the event of a security incident.
- Communicate the impact of an incident as soon as it is detected to trigger the alarm; and implement an appropriate business communication plan.
- Promote business efficiency.
Effective Service Management can bring many benefits to the company. Among them are:
- A more efficient control of the activities to be carried out in the event of an incident.
- Better resolution time when restoring services to their original states.
- Optimization of staff performance; (the principle of incident prioritization allows support staff to make appropriate efforts based on the priority given to the incident).
- Optimization of productivity and user satisfaction levels.
- Possibility of creating a knowledge base, related to incidents, that is available to all interested parties.
Incident Management Best Practices
Using the wrong strategies, or not carrying out the Incident Management process at all, can have many negative consequences for the company. That’s why it’s vital that organizations give it the importance it deserves; and try to carry it out using best practices, such as the following:
#1 Establish an effective communication channel between clients and the technical team
Ideally, within your company, users should be able to create a formal request in the event of an incident; either by sending emails to the service center, registering the ticket directly in the system through the self-service web portal, or by calling the Help Desk directly.
This may give the IT team the opportunity to prioritize tickets and assign them to the right professional. This will result in better resolution time and greater efficiency.
#2 Try to create a well-structured services catalog
It is important that your clients are aware of the scope of the services you provide; for this it is necessary that you create a service catalog in which you clearly define what you offer and what conditions apply.
It is equally important that your support team also knows what services or aspects of a service are not included. In this way the customer will be able to set realistic expectations and make demands according to the SLA.
#3 Invest in a Service Management solution
The automation of processes and the creation of a well organized database is important not only for the Incident Management but also for any other process of the company. To achieve either, you need a software solution that helps you lighten the workload and allows you to have easy access to all the information I need in one centralized interface.
Then try to invest in the right tool; this way you can improve workflows and it will be easier for you to create a knowledge base that helps the IT team solve problems faster. If you are looking for an excellent solution, one of the best options on the market is the powerful ServiceNow.
Remember, if you want to choose the best ITSM software for your business, expert advice is ideal. The advice we can give you at GB Advisors. We have a team of professionals willing to give you the best consulting service, and a catalog of high-level solutions. Contact us and start optimizing your IT environment with the help of the right tools.