IT Operations

3 Step Incident Management Process for Better IT Support

3 Step Incident Management Process for Better IT Support
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Written by Abhishek Pattanaik

Ensuring business continuity in an ever-increasing digital landscape is a crucial component of maintaining a firm’s positive reputation. Any disruption to business processes can result in the loss of hundreds of thousands of dollars. This is where the appropriate steps for incident management comes into the picture in which the IT team manages these disruptions to ensure service level agreements (SLAs) are adhered to and operations run smoothly.

These are the three crucial steps to inculcate for a healthier incident management.

This blog highlights three steps to better identify, examine, and rectify incidents.

Develop a Clear Strategy for Incident Management

Establishing well-defined procedures for incidents that go into detail about identification, reporting, prioritization, delegation, and eventual resolution. Remember to perform root cause analysis (RCA) to investigate previous incidents before working on the steps. The first step is to understand what an “incident” would be for the team. It depends on the type of business and the industry. Next is classifying the incident by its type and priority.

Then comes delegating the responsibility of resolution to the correct personnel. So, having a dedicated team consisting of experienced IT professionals, each of whom is well aware of their role, is a must. Draft a runbook that holds these procedures in a centralized location that is accessible to all the relevant staff members.

Test and Re-Test Your Plan Regularly

Once a proper plan is made, there must be regular testing of the incident management plan prior to taking it live. One of the best methods is to inject yourself with different issues, which is also known as ‘Chaos Engineering’.

Identify the key pain points and strong points of the system. This allows for a better understanding of how to build a system with a sturdy base. As a result, during real incidents, the team is better prepared.

Conduct A Post-Incident Review

The main strategy to conduct the best analysis is to notice all the failures of the system and learn from them. Make use of monitoring tools to assess the number of incidents, average downtime by category, average resolution time by category, and the performance of each member.

Try to find the root cause(s) that affected the system. Furthermore, create an incident management report that highlights the key details of the incidents and their resolution.

Conclusion: Reduced Incidents and Improved IT Support

In order to cultivate an efficient and proactive incident management blueprint, these three steps must be followed in chronological order. This field requires readily adapting to change and high stress management, where the best idea is to learn from failures. A solid plan of action deals with incidents swiftly while optimizing operations and costs so that the firm can ensure on-time service delivery.

About the author

Abhishek Pattanaik

Abhishek, as a writer, provides a fresh perspective on an array of topics. He brings his expertise in Economics coupled with a heavy research base to the writing world. He enjoys writing on topics related to sports and finance but ventures into other domains regularly. Frequently spotted at various restaurants, he is an avid consumer of new cuisines.