Incidents are unplanned events that disrupt the quality of a project or service. A business application going down, or a crawling web server are some of the real-time instances of incidents that impact productivity. It also poses the risk of complete failure.
In this article at Service Management Journey, Ryan Ogilvie explains that a long-ignored underlying problem may turn into the root cause of unfortunate incidents.
What Went Wrong?
The IT leader’s perception that the support resources will take care of the incidents while the process of incident management is constantly lacking, leads to such disasters. Improvements of any kind could be tough but keeping it down to a few target areas can ensure lasting improvements. Here are a few challenges you may come across and ways to deal with them efficiently:
- Buy in Support: Always ensure that improvement of any kind is owned by your leadership and the team needs to understand what areas are improved and what risks exist. Depending on the maturity of the process, little explanation to the sponsors is However, if there are loads of items to re-work, you need to have more runway to get things moving. Do not assume and make room for negative impacts.
- Create Incidents: It would be very difficult to improve incidents if none are created. The creation needs to be considered from business and support perspective. From the business perspective, look for something to get fixed. If you have good visibility on a portal that outlines major incidents or known errors, this may improve the flow of the escalations that may come in. From the support perspective, the teams must be creating incidents. These incidents should drive your weekly stand-up meetings or regular operations reports to show the baseline of what is going well or not. In many cases you may come across the issues from system alerts or daily operations. All are an essential part of incident management.
- Measure: Determine what is essential to the business and line up critical success factors to match up. At the end of the day, look for identifying how well you are delivering services. Define or redefine your top goals in the beginning and align your metrics to report on them. As you get more mature in the process you will be able to enhance your KPIs to make further improvements.
The author states that the trick is to realize that there is no perfect time to make improvements. Start now to make simple adjustments and be sure to communicate them to all those who are involved in the incident management process. Click on the following link to read the original article: https://servicemanagementjourney.ca/2018/07/3-tips-to-do-incident-management/