IT management

The Role of IT Incident Management in Business

by Josh Biggs in Business on 18th October 2018

In your business, you want to ensure that all processes are happening as they should. Unfortunately, issues can crop up at any time which have the potential to disrupt your business. In this blog, you can find out more about how IT incident management plays a role in business.

What is Incident Management?

While many measures can be taken to protect against incidents, there must also be reactive process in place. This is where incident management comes in, as this process can effectively reduce the impact that these incidents can have. This is a process by which IT professionals can log and process the incident as it occurs.

As you know, when business grinds to a halt, you’re losing money. Therefore, this is an essential process to have in place to reduce the fiscal impact.

Ticketing and Prioritisation

During an incident, it’s the role of the IT professional to prioritise tickets as and when they are submitted. This is a key consideration to undertake, as they can prioritise the tasks that will get the main processes back up and running. When cash is flowing out of the business, it’s important to assess the processes that are causing the most issues.

With email systems, this can become confusing and issues can be missed. Requiring users to fill out a ticket gives the IT team enough information to process and prioritise the issue, instead of spending a lot of time collecting more information.

Transparency for Users

Within a large scale operation, there can be many users vying for their problems to be solved. This can be frustrating for users that are not part of an itil incident management system, as there’s no transparency on the timescale.

With the correct system in place, users can communicate with IT professionals to understand where they are in the ticketing priority. This gives timescales and allows the user the opportunity to escalate their issue should it be required. IT professionals and end users must work together to prioritise these tasks, as they won’t know every part of the business’ operational flow.

Standardised Reporting

Incidents can be isolated, but steps should be taken to ensure standardised reporting is in place. Without this, a number of isolated incidents can be treated separately, when they are actually part of a larger issue. Tracing the issue back from detection to origin can uncover additional information, which links issues together.

This can then be integrated into the overall knowledge base, which can be referenced should a similar issue be experienced. With the knowledge of the solution already in place, the business can get back up to operational standards much faster. If the report is not standardised, then certain information can be missed, prolonging the process of finding a solution after the initial incident.

Dealing with an IT related incident in your business can have a ripple effect on productivity, however this can be managed to alleviate this. If you want your business to run smoothly, then investing in these processes can be a key way to do so.


Categories: Business