In an increasingly digitalised world, trust and security are crucial for successful IT delivery.
IT delivery refers to providing good service to users and quickly restoring operations to normal when handling incidents.
Incident Management is an important support in this regard.
Most organisations today have an Incident Management process in place, and this is becoming increasingly important in an uncertain world where threats and changes are the norm.
The ITIL4 guidelines state that the incident process is one of the most common ITIL processes that most businesses have implemented.
However, there is a risk that IT organisations forget a key part of the incident process – regularly analysing and reviewing how effective the established workflow is for the incident process in particular.
The question many people ask is how to do this in the best way without making it too complex.
An important component of this is having good system support that provides important data about different types of incidents reported by users. If you have a monitoring system, it is important that it is integrated with the organisation’s case management system. This enables incidents to be detected immediately, which is an important success factor for the incident process.
A key tip is for organisations to review how they work with the steps in the incident workflow, which are:
- Detecting incidents
- Report incidents
- Classify incidents
- Diagnose incidents
- Resolve incidents
- Close incidents
- Incident review
