Incident ManagementIT Governance

6 More Tips for Getting Started with Incident Management

Last week we explored the reasons behind incident management (IM) with six helpful tips to get you started on the right track. Here again is Joe the IT Guy, with another six tips to boost your IM presence and thereby the reputation of IT.     

6 More IM Boosters

  1. Best Practices (for your Business)
  2. Adopt and Adapt
  3. Think ‘People First’
  4. The Big Picture
  5. Metrics on the Mind
  6. The Face of IT  

1. Like any business category, IM has its standard best practices. Avoid a one-size-fits-all approach. What works for your organization might be unique based on size, expectations, goals, culture, and technical requirements.  

2. That being said, nobody in IT or business is ever interested in reinventing the wheel. The same thinking applies to your IM strategy. As ITIL suggests, one should ‘adopt and adapt’ all recommendations on an as-needed basis. Of course, all this talk of processes is pure drivel without the people element:  

3. …don’t build a grand incident management Taj Mahal out of processes and technology without thinking about, and then recruiting against, the right type of people qualities. Good people can make bad processes or technology work but sadly the best processes and technology will struggle in the hands of the wrong people.  

4. Additionally, IM involves the element of holism. That means thinking about the people and processes of IM as an organic whole and in the context of other systems. For instance, issues must be addressed even as they migrate outside of the control of the service desk.  

5-6. Where there’s a genuine need, it’s also important to mind your measurements. That means paying attention to KPIs, critical success factors, or UI design. And finally, incident management and the IT service desk are the face of IT. How these facets of the outfit are handled affect the entire organization in a critical way.  

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