Incident management is a bunch of techniques and activities taken to react to and resolve basic complaints & incidents. Here we will share how incidents are distinguished and imparted, who resolves them, what are the pros and cons of the incident management software.
Incident management is utilized across numerous enterprises. An incident can incorporate anything from IT software and system failure to occasions requiring the maintenance of the hospital’s piece of equipment, to basic maintenance of the office infrastructure.
Why incident management so significant?
As we all know incident management is done to resolve the problem. It is an important element of business and required to maintain data compliance standards. Because data contains sensitive information of clients.
The incident shall be resolved as quickly as possible because each incident impacts the productivity of the organization. A quick response may decrease the impact of the incident, minimize damage, and run operations as expected.
In the absence of incident management, organizations can lose valuable data, downtime might increase, and productivity will decrease & violation of SLA (System Level Agreement) will also occur.
Incident management is significant because it improves MTTR (mean time to repair) & reduces downtime. Most important of all it improves customer experience and increases customer reliability.
Furthermore, the size of the incident management market is growing. According to the Markets and Markets, “The global incident response market size was USD 11.05 billion in 2017 and is projected to reach USD 33.76 billion by 2023, growing at a Compound Annual Growth Rate (CAGR) of 20.3% during the forecast period.”
What are the advantages of incident management software?
The advantages of incident management software are as follow:
1. All tickets are answered
One of the main advantages of software allows you to take action on each ticket. Whenever a new ticket is created by the customer the software ensures that each ticket is answered.
If any ticket is left unanswered an alert is sent by the software to the team about the same. After that ticket is allotted to the technician.
2. Increased employee productivity
The software provides numbers and analytics for each employee through which they can know their performance. With the help of data, managers can help technicians to resolve tickets more quickly.
Additionally, managers can also assist technicians by letting them know where they are spending more time or how they can make improvements.
Obviously when technician’s time decreases customer issues will be resolved quickly and customer satisfaction level increases & the organization’s productivity as well.
3. Quick resolution
According to the SLA (System-level agreement), each ticket is taken into account & other aspects such as priority of ticket are also kept in mind. After that ticket is resolved as quickly as possible.
Whenever a new ticket arrives, the teams are alerted about the same, and after that ticket is allotted to the customer care support agent. Thereafter, the agent provides resolution to the customer quickly.
4. Accurate data
The software provides accurate data because the process is automated so errors are reduced. Data is very helpful in becoming more productive.
The data helps in setting your future goals and also assists in achieving them. In simple words, data can help you know your current position, and how you can improve your efficiency with proper actions.
What are the disadvantages of incident management?
The disadvantages of incident management are as follow:
1. Insufficient information on the ticket
Whenever a new update is launched in the software or if some new type of issue rises. The support team does not have full information about how to resolve issues.
In that case, the customer can get hyper. There are incidents which can be serious, repetitive & some incidents cause are unknown.
However, for business most lethal is a new type of incident because there is no proper solution for it. For solution time needed but the customer does not understand in some scenarios.
2. Access to sensitive information
Some employees have access to all types of information and if any of the employees who have access to the data is not reliable then a huge business loss can occur.
Therefore, only limited and reliable employees must have access to sensitive information. There shall be restrictions on data accessibility.
3. Data hacking
Technology is one of the important parts of development. Without technology, we will be unable to do improvement. Technology is a blessing but it is a curse as well.
Data hackers use technologies to stole or manipulate data it can be lethal for business. Data hacking can be very dangerous for businesses.
Incident can be anything such as a faulty laptop, email issue, printer issue, internet issue. Incidents can be big or small but these incidents impact the productivity of a particular employee or group of employees.
But when one employee productivity suffers it means organization efficiency suffers. That is why incidents shall not be ignored & incident management software shall be utilized.
Incident management software helps in giving quick responses & with the software you can know the status of each ticket. It will help in better engagement with the customer.
Moreover, you can identify tickets that have slow response time and improvement can be done. For better management of tickets and complaints, one must utilize inventory management software.
Frequently Asked Questions (FAQs)
The purpose of incident management is to restore service to normal in the minimum time possible. Incident management ensures that customer problem is resolved as quickly as possible.
Mainly there are three types of incidents:
Repetitive incidents – Most of the incidents are common and easily resolved. These incidents are repeated and do not take any time to provide resolution to the problem. These types of incidents keep coming regularly.
Major incidents – These type of incident impacts lots of employees at the same time and business also get affected with these incidents. However, incidents are resolved easily.
Complex incidents – Neither they are simple and nor they are easy to resolve. These types of incidents need an experienced and more knowledgeable senior technician.
The main features of incident management software are given below:
1. Real-time information
2. Centralized information
3. Alerts & Notifications
4. Set ticket priority
6. Mobile accessible