Nailing the Incident Management Process

Incident management is a process where a team of engineers working in a firm who identify, analyse and correct such incidents to prevent recurrences. Incidents can make or break organisations. Here are some steps to follow to ensure the smooth running of your incident management system and keeping your customers happy!
Channels
They help in enhancing user’s experience and ensure users are
made aware of the channels that will help solve their problems.
• Multiple
channels are the best way forward to solving incidents.
They could be of two
types:
Tier — A tiered support program usually follows a traditional hierarchy. The first tier is usually a desk team. The second tier is a technical team and the third tier is an app development team.
Swarming— This program focuses on collaborative work to solve incidents quickly. The basis of this
support is knowledge sharing and learn more.
• The channels must be highly accessible to help educate users on the knowledge base.
Automation-
Automating ensures work is less tedious and boring and also
enhances efficiency and productivity.
• Ticket assignment— Allotting
tickets to the right agent instantly through automation saves time and helps
resolve incidents easily.
• Notifications— Notifying on various
platforms will help everyone access the knowledge and the solutions are formed
quickly.
• Escalations— Sending escalations through email reminders
keeps everyone informed and aware of their duties.
Categorize and Prioritize-
Categorizing incidents helps in
analyzing the data and finding trends and patterns among incidents to resolve
them easily. Incidents are also prioritized based on their impact and urgency to
choose which to solve first.
• Configure SLA — The service level
agreement is categorized to decide the response time for incidents based on
their priority levels.
Communication-
Keeping everyone informed and communicating efficiently
and effectively is the key. This ensures the development of trust between the
team and its users.
• Apps— No one lives anymore without a smartphone,
thus communication via apps on the phone is the most convenient method of
conversation.
• Multiple Notification Channels— Multiple notification
channels will ensure no message goes unread and unacknowledged.
•
Routine- Communicating in a patterned manner saves time and ensures
affectivity.
Train and Practice-
• Record and Train — Recording incidents
and the process of resolving them will help in creating training sessions for
SRE’s to tackle incidents in a better manner.
• Pre-mortems— Creating
incidents just for training and to develop quick thinking skills to solve
incidents.
• On-boarding — Adding any agent easily to help resolve the
incident if one is not able to do the needful is a must have.
Asset Management-
• Incident association — Identifying the
asset that is causing the incident and the one being impacted immediately helps
resolve incidents quickly.
• Relationships b/w asset and impact — Able
management of assets helps us understand the relationship between assets and in
turn with incidents.
• Knowledge repository— A regularly updated and
data-rich knowledge repository helps find solutions for incidents that have
already occurred easily.
Having a proper incident management system and following it to the t is pertinent for your company’s growth.
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