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Incident Management

Rubbing out incidents

To Improve Metrics, Look in Reverse

A colleague of mine was saying that, in a recent leadership meeting, her team came to the conclusion that they needed to improve service delivery, and to do this they may need to implement or rework a particular process. Their homework assignment for the next meeting was to outline what they thought was a good way to not only ensure that they were implementing something that would add value from a process perspective, but would …

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Reducing Costly Incidents through Knowledge

How can you improve the customer experience though knowledge management, you might ask? From an incident perspective we should start with the Service Desk to determine exactly what types of calls are coming in, a “top ten” of sorts. These may be common questions that, if they are handled through some form of self-service functionality, can reduce the calls into the Service Desk right at the beginning. It is likely that your Service Desk has …

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Proactive Incident Management Saves Lives (Figuratively)

According to notable definitions, an incident is not an incident until it causes an issue. Yet if people are aware of conditions that will inevitably cause an issue, they should treat it as an incident anyway, right? This is proactive incident management in action. In a post for IT Chronicles, Michael Keelig elaborates on its value. Preventing Fires In Keelig’s estimation, people sometimes take the ITIL definition of incidents further than ITIL’s stewards had intended. …

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The End of Incident Management as We Know It

Incident management plays a critical part in ITSM, yet so much of incident management is subjective in nature. It requires users and the service desk to compare notes on what they think they are seeing and what might be causing it. An existing knowledge article may prescribe a solution, but if the article does not precisely reflect the issue at hand, then that solution may just cause more problems. In a post for All Things …

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What Can IT Learn from an Emergency Room?

Depending on which sorts of TV show you watch, hospital emergency rooms are either the place where brilliant people make life-and-death decisions on a regular basis, or they are the place where models wearing scrubs have steamy love affairs. Let’s assume the former for a couple minutes. In a post for the IT Managers Inbox, Sam Grier discusses what IT might learn from the frenetic pace of the ER. Pursuit of Healthy Processes An ER …

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Reducing Technical Debt with Incident Management

Does technical debt spring to mind whenever you are talking about incident management? Maybe not, but it should probably factor into the conversation more often. In an article for DZone, Michael Churchman discusses the link, so that you can become more mindful of one more tool in the fight against debt. Incidentally Indebted Technical debt is what accumulates when gum-and-shoestring coding solutions are allowed to exist past what should have been their expiration dates. And …

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Redundancy: You Can Say That Again!

On Monday, August 8, the Atlanta headquarters of Delta Airlines suffered an “electrical problem” at about 2:30 a.m. Technicians from Georgia Power quickly determined that it was a failed switchgear, a high-capacity circuit breaker box that routes power from two or more sources to the various systems that use it. It allows the orderly disconnect of power for service—until it fails, of course. This particular failure was important because the switchgear provided power to Delta’s …

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How Anyone (Even You!) Can Improve Incident Management

Since we have an expectation that “things just work,” the visibility to incident management can take center stage and as a result is often described as a “high-value process.” The challenge is that we view value in this manner. When we take a more objective look at this definition, we see that we want to avoid incidents at all cost rather than celebrate that we are great at resolving them in the first place. In …

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3 Tips for DevOps to Empower ITSM

One way to think of DevOps on top of ITSM is to imagine it as shiny endgame armor in a video game. It just enhances all of your character’s abilities once you have equipped it. In a guest post for Joe the IT Guy, Steve Chambers discusses three tips that allow for ITSM to prosper within the power of DevOps: Have DevOps-minded product teams. Use DevOps to change CCR (change, configuration, and release). Use DevOps …

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Finding Value in Event Monitoring

Fact: Your IT operations are monitoring your infrastructure in some capacity. Whether it is network traffic, database activity, application health, or a combination of these, your goal is to ensure stability. How well is this working out? Depending on your IT organizational structure, each “silo” may answer that everything is working rather well, so you might want to reframe the question to determine what value your monitoring is adding. If you were to look at …

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