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Incident Management

Fixing the Interruptions and Reducing the Down Time

If you've ever witnessed or experienced Murphy's Law, you'll know that when it rains, it pours. Uzado's Incident Management software aims to offer an umbrella in light of the pouring rain. The more that complex systems are used in everyday business activities, the more likely it is that something will falter. Incident Management software offers a proactive approach to avoid or minimize any downtime, caused by software or hardware incidents.

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An event is any action or occurrence that transpires on software or hardware at any given point. Incident Management allows users to report, escalate, and prioritize incidents on an as needed basis. Additionally, it reduces the number of incidents that can occur and provides fixes to those that arise. There are two types of errors: (1) known errors with a root cause, and (2) problems without a root cause. Uzado will provide insights that are based on each incident and the overall management software. These insights will help your organization determine patterns and trends between known errors and problems or workarounds that can be implemented. 

 

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Uzado's Incident Management module is organized through queues. These queues are customizable for each user and offer a simplified overview of every ticket. Incident Management Queues can be classified within 16 groups: Closed Tickets, Escalations by Email Ticket, Open High Ticket, Opened Ticket, etc. In addition to sorting these tickets, tickets can also be escalated to upper management and to quality control teams. At Uzado, all of the solutions go through quality control before launching them, to ensure that the workaround runs smoothly.

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The Uzado platform's Incident Management page summarizes all of an organization's tickets and can be filtered based on several characteristics, including: high priority, length of time the ticket has been open, the ticket number, etc. This snapshot of the organization's incident report allows support staff to determine which incidents should be prioritized and solved first. 

 

 

There are 5 main steps to Incident Management cycle:

  • Detection: the Uzado platform will run regular scans on your system, as often as you would like - daily, weekly, monthly, etc.
  • Response: the support team will be alerted of any incidents that have been detected
  • Remediationthe Uzado platform houses a ticketing system where users can communicate with Uzado support staff to solve the problem. Users can create a ticket for an incident, prioritize the incident, and escalate the incident if necessary. Each incident can also be tracked to monitor at which stage it is, the steps needed to fix it, and reporting once the incident is solved.
  • Analysis: a summary of the incident will be available for analysis. This step is critical in providing an understanding of the process of the incident from the trigger of the incident, all the way to resolution. Answers the questions: what happened? and how was it fixed?
  • Readiness: feedback, improvement, learning

 Incident Management is responsible for the following areas:

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Uzado’s Incident Management software allows users to track incidents from Identification until Closure. The platform logs all activity with time stamps and the author’s name, so that any user can see where the previous user left off. Users are able to categorize incidents using custom categories. Users can then prioritize the incident based on the severity or the priority of the incident. Uzado offers a suggested scale of Severity (Levels 1-5) and Priority (Levels 1-5) guidelines, or users can set these standards to their individual needs. The Initial Diagnosis is where either security consultants or users will analyze the incidents and make any changes or add any comments. Users or Uzado consultants are able to then escalate the incident if necessary, to either upper-level management or to Uzado’s Quality Control Centre for additional analysis. The next stage is for remediation – or Incident Resolution – where fixes or workarounds are tested to ensure that they do, in fact, resolve the incident without causing additional incidents. Once a successful fix/workaround is implemented, the incident can be closed. Additionally, the platform allows users to track the level of effort that was spent on each incident which demonstrates the efficiency of the response team. The benefit of each incident going through this process, is that it streamlines incident management by enforcing a specific process that all users must follow and provides accountability for all changes.