Imagine a scenario, work is at full pace in an organization and suddenly a machine breaks down. The whole work grinds to a halt. This is a case of an incident.
An incident can be any event that creates a hindrance to business operations. The incident can cause trouble or affect anyone, a single user, a department, or the entire organization.
IT Complaint Management is the process of managing service disturbances and restoring services. Incident Management aims to restore the service as quickly as possible after the incident has occurred. Incident Management may also be defined as a process for logging, recording, and resolving incidents.
What Is Incident Management?
The process of managing the disruption of services, functions, or operations in an organization is known as incident management. An incident can lead to loss of productivity and affect the bottom line of an organization.
What Is the Primary Objective of Incident Management?
Below are some of the primary objectives of incident management:
- Re-establish services back to normal operation as quickly as possible.
- Line up incidents and decide on the priority of incidents accordingly.
- Enhance the visibility of incidents so no incidents are left out or ignored.
- Ensure systematic methods are used for efficient response, analyze reports, and find improvement areas for enhancing customer experience.
- Give a quick resolution of the incident to increase customer satisfaction.
- Ensure daily operations are running smoothly and in case of any issues, resolve them in minimum time.
What Are the Advantages of Incident Management Software?
Let us look at some of the advantages of Incident Management Software:
1. Scope of Improvement
The incident management software assists in several ways e.g. how much time is taken to find a resolution for an incident, what the approximate time is to resolve an incident, and most importantly, how to minimize the time taken to close the issue. These analytics will assist in ticket closure tickets at the earliest.
2. IT Service Management Documentation
Shareholder and business stakeholders need information and documentary proofs to know how the incident management software provided assistance in reducing restoring time and ensuring customer satisfaction. Such reports are set up with the complaint ticketing system.
3. Visibility and Transparency
A ticketing system is a significant part to offer visibility and transparency. It is utilized to facilitate and encourage the interchange of communication between the IT division and any staff or clients who have experienced the problem. So, what is the need of enhancing visibility and transparency? The main reason is that it assists in managing realistic expectations.
Clients, users, and customers are able to see that their ticket is in the process of getting resolved, the status of the ticket, etc. The software centralizes the information and the IT Department knows the person working on the ticket. As there are numerous tickets and time is of the essence, you would not want two employees to be assigned to work on the same ticket. Thus, it avoids duplication.
4. Enhanced Efficiency
No matter how resourceful an organization is, Incident management software has the ability to increase productivity and it is one of the best advantages of an incident management. An organization may have countable or too many assets. When an organization is equipped with ticketing management software, there need not be any room for presumptions about the issue. The right steps are taken to rectify the issue.
Incident management uses a process for every incident and eliminates guessing on the issue. It helps identify incident diagnosis, decides on the priority, and responds to resolve the issue.
What Can Be the Consequences of Not Using Incident Management?
Ceased daily operations, loss in productivity delayed work orders, impacted bottom-line can be some of the damaging consequences of not having incident management as a system.
An incident can cause a delay in operations. When a machine is not working, work stops. Consequently, the daily operation gets affected adversely and the productivity of employees, as well as the organization, suffers. In the end, the work order does not complete in time. Overall, the company's reputation and bottom line are on the line.
As per a Gartner study, “What is the cost of network downtime?” Based on industry surveys, the number we typically cite is $5,600 p/minute, which extrapolates to well over $300K per hour.
This is the cost of downtime, maintenance. Remember this is the loss of one hour only, imagine how much loss can be occurred if downtime is increased.
Incident management is essential for all organizations. With asset management software, every ticket is attended to and can be solved as per the laid down priority level. The system can capture images, videos, and documentation. Whatever action is taken for an incident is recorded on the ticket, with all updates and changes.
If you are looking for assistance in implementing such a software system, you can contact us. We will be happy to assist.
Frequently Asked Questions (FAQs)
1. What is the primary purpose of Incident Management?
Restoring the service back to a normal level as quickly as possible is the primary objective of Incident Management.
2. What are the stages of incident management?
Incident Management is divided into 5 stages:
1. Recognize - First stage incident identification.
2. Categorize - The second stage categorizing the incident
3. Prioritize - The third stage, fixing the priority, (like critical, high, moderate, low)
4. Analyze - Penultimate stage, finding patterns in the incidents.
5. Respond - Finding the resolution of the incident
3. What are the other names of incident management?
Other names of incident management are ticketing management, helpdesk management system, or request management.
4. How is an incident order decided?
There are 3 major factors through which an incident order is decided upon: Impact, urgency, and priority.
1. Impact - How a business affected by an incident.
2. Urgent - How urgent the incident is and how much time it will take to be resolved.
3. Priority - What the priority of the incident is - Low, High, or Medium.