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6 Tips for Getting Started with Incident Management

Incident management (IM) is no mystery. If one wants to find it, there is a wealth of IM and best practices information out there (ITIL books, ITSM tool vendors, the Internet). But as Joe the IT Guy advises, your reason for doing IM should be just as important as doing it, and it should be driven by necessity, not merely by protocol. In his blog Joe lays out six tips (for starters) to help you initiate incident management the right way and for the right reasons.

Six Savvy IM Starters

  1. Have a Good Reason for IM
  2. Wait, You’re already Doing IM
  3. Why are you Doing IM?
  4. IM is a Service
  5. Don’t Force Terminology
  6. IM Supply or IM Demand?  

If incident management is treated as protocol to be met with minimal effort, this will show. Since IT uses IM as an external offering to its customers, it’s important to understand why it is so significant in the first place. Even without a formal process in place, most businesses and their respective IT units will need some form of incident management, since they will inevitably need to deal with password resets, outages, and other unfortunate happenings:

If your answer [to the question “Why am I doing IT management?”]is “to fix the IT when it breaks” then I urge you to think a little longer, and harder, about the question. Surely incidents are more than faulty technology or unavailable IT services?

Joe urges us to look past IM as a process and to see it instead as a service. People (IT experts) are behind the process and use that process to provide excellent service to their customers. Additionally, should IT really have “incidents?” Of course, incidents are what you are managing in IT, but from the user perspective they are issues or failures. Rule of thumb: never force IT terminology on the customer. And before you get carried away with your newfound love for IM, remember that there are demand-side approaches to delivering IT services. Although you may be tempted to take a supply-side approach, try to think of the customer first.

Read the original blog at:

About Eric Anderson

Eric Anderson is a staff writer for CAI's Accelerating IT Success. He is an intern at Computer Aid Inc., pursuing his master's degree in communications at Penn State University.

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