IT Governance

5 Behind-the-Scene Stages of Dealing with an Incident

When things goes awry, the average worker isn’t too concerned with the specifics. More like, they just want to know how long it is going to be until things resume back to normal and they can get back to work. At his website, Joe the IT Guy goes through the five stages behind the scenes of dealing with an incident and getting everything back in order:

  1. Detect
  2. Diagnose
  3. Repair
  4. Recover
  5. Restore

It’s Not Magic

Well, until we have established that there is a problem, nothing can be done. Usually there is some sort of indicator that trouble is on the rise. In the ITSM world it is called monitoring, “automated detectors that will advise us when something is out of normal parameters.” Unfortunately, until this task is completed, more damage can be done as the customer is unaware.

When it comes to diagnosis, knowledge management is the thing that will get the ball rolling. We have to work out what is broken and what we can do to fix the issue before we start the process of repair. Having good knowledge management in place will speed this part of the process up. But when the time for repair does arrive, Joe has this to say:

Once we know what to do, we have to do it, right? Remembering that the priority is likely to be getting things working quickly, it can really help not to worry about the details of what needs repairing or replacing. For example, we can change large units, like swapping out boards or even servers, rather than find the precise component that is at fault. Working out what level to repair or replace things can save a lot of time; when things actually break it’s not the time to start thinking about the quickest way to repair.

It feels like we are all said and done once we have fixed what is broken, right? Well, wrong. Recovery is not a speedy process. It will take time before everything is put back together and things are up and running as they were before. And a true restoration may take even more time. IT has to ensure that service is fully restored and functioning from the business’s perspective.

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