Incident management is important for organizations as it helps to solve customer problems as soon as possible. It plays a crucial role in providing quality service to customers.
What Is an Incident?
Incident can be any issue, small or big problem. The incident creates a hindrance in daily operation. For instance, internet issues or server down problems are one of the most common examples.
Sudden asset breakdown is also an example of an incident. The incident creates business impacts and productivity.
The process of resolving the problem is called incident management. Incident management minimizes the impact of the incident by solving the issue in minimum time.
According to Statista, “The value of India’s incident response market in 2019 amounted to around four billion Indian rupees. This was estimated to go up to seven billion rupees by 2025. This marked a CAGR of over 12 percent between 2020 and 2025.”
What Are the Best Incident Management Tips for Business?
Best incident management tips for business are discussed below:
1. Invest in Incident Management Software
First thing you need to do is invest in incident management software. This software will automate your process and tickets will be allotted automatically. It has the potential to solve lots of problems.
This software work in real-time & information is centralized as well. Moreover, ticket details including images & videos can be linked for better understanding. If you want to improve your customer experience then incident management software is significant.
Most importantly, whenever an incident occurs it gives notifications and alerts to the team. It is also helpful in complying with SLA (System Level agreement). Furthermore, you can get reports that are helpful in business.
2. Keep the Right People in the Loop
The right people must be notified when an event occurs. Communication is crucial in this important time. However, the manager needs to ensure that the right people are notified.
When an incident occurs customer calls something they are normal & sometimes they are angry. When you keep the right people in the loop, the system will ensure that they speak to the right people.
3. Inform Team About the Updates
Whenever your support team adds a new feature the helpdesk should know about the update so that they can update clients as well.
Some clients understand the features themselves but some don’t. So, the helpdesk must know exactly what this feature does & the helpdesk support team can explain the same.
4. Learn & Document Lessons
Whenever a ticket is resolved there is a lesson in it. Therefore, spend 5 minutes on every ticket for learning the lesson.
If the lesson is not mentioned in the knowledge base you can assist in mentioning the lesson into the knowledge base so that if the same type of query comes in future knowledge base can assist you.
Furthermore, you can categorize ticket issues or improve them for a better outcome.
What Are the Best Incident Management Practices for Business?
Best incident management practices for business are as follows:
1. Emphasize Automated Work
Work shall be automated as much as possible because it reduces the chances of error and mistake. Manual work and task allocation compromise accuracy.
When inaccuracy rises then productivity decreases which is not good for incident management. Automated work is accurate and reduces human involvement in work allocation.
This is one of the important incident management practices that change the whole working scenario of the work process.
2. Prioritize Tickets
Tickets must be resolved as per the priority and as per the SLA. Prioritization of work is important because it allows the team to work on critical issues first then non-critical issues.
If the team does not know the priority they will work on a random basis as a result critical issues tickets will be left. It kills productivity and time is not properly utilized.
So, prioritization of tickets is one of the most crucial incidents management practice.
3. Resolve Incident Quickly
Ensure that response is given fast to customer. After reading the ticket issue resolution is provided. Follow an efficient and effective strategy to resolve the issue as per the priority and SLA also.
Whenever a new ticket is assigned to the technician it should show the status of the ticket so that other technician does not work on that ticket as it creates hindrance in the ticketing process and the ticket might take time to solve the issue.
4. Reads All Reports Carefully
Reports are very important for business. A business report is a hidden key to success that is why reports need to be read carefully. It provides a way for improving efficiency so that outcome increases.
Reports can contain employee average time to resolve the issue & where they spend time and how resolution can be minimized. Improved service means happy customers.
The percentage of downtime caused by the issue is also mentioned in the reports.
You can compare last year’s report to a recent report to check how much improvement has been made so far. If not, then what are the steps you can take to make improvements. Reports help make a decision based on information.
These are a few of the best tips for incident management and practices. These tips and practices can be very helpful to your business.
However, incident management software is the game changer especially if you want to take your business to another level by providing the best service to your customers.
Frequently Asked Questions (FAQs)
Below is the incident management process flow:
1. Incident logging
2. Incident classification
3. Prioritization of ticket
4. Ticket Analysis & diagnosis
5. Ticket resolution and closure
The role of the incident manager is discussed below:
1. Minimize the impact of the incident
2. Comply SLA
3. Communicate with customers at different levels
4. Keep team motivated
5. Coordinate with other teams
The benefits of incident management software are as follows:
1. Better productivity
2. Fast & effective incident resolution
3. Prioritize task
4. Automated process
5. Customized alert & notification