Incident Management (IM) software is critical for technical support teams who are responsible for responding to irregular and disrupting events, and remediating them. Support teams are alerted when abnormal events occur, from 4 possible sources: (1) from an event management software (SIEMs), (2) from a security analyst, (3) from a user noticing unusual behavior, or (4) from an outside source telling the organization that something might be happening. An incident is an unplanned interruption of IT service that can cause a reduction in service quality; therefore, after the alerts are generated, IM kicks in so the support team can manage responses to the alerts.
If your organization is considering whether or not to incorporate IM software in their IT department, the answer is: YES! You need it! And here’s why:
- Improved efficiency and productivity throughout the organization
Regardless if your organization has scarce or plentiful resources, IM software can improve efficiencies and productivity. IM uses a process for every incident, that is adhered to by all staff; which removes any guessing or assumptions that would otherwise be made about incident resolution. There are 5 main stages to IM: Identify (identify the incident), Categorize (categorize the incident based on source, host, etc.), Prioritize (prioritize the incident – critical, high, medium, low), Respond (remediate the incident), and Analyze (analyze trends and patterns within the incidents). For more information on IM, click here. IM software also uses a ticketing system to organize incidents; which are organized categorically (i.e. location, device type, etc.) and assigned to support staff, which designates staff to focus on specific areas and delegates the workload.
- Visibility and Transparency
A ticketing system is a major component to visibility and transparency, as it is used to facilitate communications between the IT department and any staff or customers who have encountered the issue. Why would you want to improve visibility and transparency? The main reason is that it helps manage realistic expectations. Users and customers are able to see that their ticket is in the process of getting resolved, and the IT department is able to organize all the tickets and track (internally) any work that has been done by various users, so as to avoid double-work.
- Valuable documentation of IT service management
Stakeholders often request evidence that demonstrates how the organization’s efforts and resources are used for IT service management. IM software can help with this.
- Maintained high levels of service quality
In addition to IT staff communicating with users and customers through the ticketing system, response rates can also improve. Tickets can also be prioritized based on level of priority or level of severity, meaning that the most important incidents are dealt with primarily. Moreover, IT departments can categorize tickets based on level of difficulty and have different staff members focus on tickets at each level. For example, staff can weed through the basic service requests so that other employees can focus on the more intricate tickets that have a more complex remediation.
- Faster time to resolution
Response rates can improve as different levels of support staff vet the incident tickets; for example, front-line support staff can triage tickets and delegate the more difficult ones to level 2 or level 3 technical support staff.
- Generates quantitative feedback
In addition to its ticketing system, IM software is able to gather data from every incident in the system and report on it. For example, the level of effort and time spent on each ticket can be reported to show efficiencies or inefficiencies. Incidents can also be categorized for reports, which would be used to find patterns and trends among the incidents that are reported (frequency of incidents, severity of incidents, difficulty of incidents, etc.).
- Meeting service level agreements
IM software can help meet SLA requirements as the ticketing system is able to set specific parameters. For example, if the SLA states that the IT department will respond to Priority 3 incidents in 12 hours, time constraints can be set to each Priority 3 ticket so that a reminder for a response pops up; therefore, reducing chances for SLA violations.
For more information on Incident Management, contact Uzado today!