- Rob England, Managing Director, Two Hills Ltd
- George Jucan, Founder, Organizational Performance Enablers Network
- Steven Ingram, Data Engineer, Wave HQ
- Rick Moroz, Associate Director of Information Systems, University of Guelph
- Technical debt and disparate systems are big constraints for most small enterprise (SE) organizations. What may have worked years ago is no longer fit for purpose or the business is growing faster than the current tools in place can handle.
- Super specialization of knowledge is also a common factor in smaller teams caused by complex architectures. While helpful, if that knowledge isn’t documented it can walk out the door with the resource and the rest of the team is left scrambling.
- Lessons learned may be gathered for critical incidents, but often are not propagated, which impacts the ability to solve recurring incidents.
- Over time, repeated incidents can have a negative impact on the customer’s perception that the service desk is a credible and essential service to the business.
- Go beyond the blind adoption of best-practice frameworks. No simple formula exists for improving incident management maturity. Identify the challenges in your incident lifecycle and draw on best-practice frameworks pragmatically to build a structured response to those challenges.
- Track, analyze, and review results of incident response regularly. Without a comprehensive understanding of incident trends and patterns you can be susceptible to recurring incidents that increase in damage over time. Make the case for problem management, and successfully reduce the volume of unplanned work by scheduling it into regular IT activity.
- Recurring incidents will happen, use runbooks for a consistent response each time. Save your organization response time and confusion by developing your own specific incident use cases. Incident response should follow a standard process, but each incident will have its own escalation process or call tree that identifies key participants.
Impact and Result
- Effective and efficient management of incidents involves a formal process of identifying, classifying, categorizing, responding, resolving, and closing of each incident. The key for smaller organizations, where technology or resources is a constraint, is to make the best practices usable for your unique environment.
- Develop a plan that aligns with your organizational needs, and adapt best practices into light, sustainable processes. With the goal to improve time to resolve, cost to serve, and ultimately, end-user satisfaction.
- Successful implementation of Incident Management will elevate the maturity of the service desk to a controlled state, preparing you for becoming proactive with Problem Management.
Talk to an Analyst
Our analyst calls are focused on helping our members use the research we produce, and our experts will guide you to successful project completion.
Book an Analyst Call on this topic.
You can start as early as tomorrow morning. Our analysts will explain the process in your first call.
Get advice from a subject matter expert.
Each call will focus on explaining the material and helping you to plan your project, interpret and analyze the results of each project step, and setting the direction for your next project step.
Book Your Workshop
Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Module 1: Assess the Current State
- Assess the current state of the incident management lifecycle within the organization.
Key Benefits Achieved
- Understand the incident lifecycle and how to classify them in your environment.
- Identify the roles and responsibilities of the incident response team.
- Document the incident workflows to identify areas of opportunities.
Outline your incident lifecycle challenges.
- List of incident challenges for each phase of the incident lifecycle
Identify and classify incidents.
- Incident classification scheme mapped to resolution team
Identify roles and responsibilities for incident handling.
- RACI chart
Design normal and critical incident workflows for target state.
- Incident Workflow Library
Module 2: Define the Target State
Design or improve upon current incident and ticket categorization schemes, priority, and impact.
Key Benefits Achieved
List of the most important runbooks necessary to create first and a usable template to go forward with
Improve incident categorization scheme.
- Revised ticket categorization scheme
Prioritize and define SLAs.
- Prioritization matrix based on impact and urgency
Understand the purpose of runbooks and prioritize development.
- IT Incident Runbook Prioritization Tool
Develop a runbook template.
- Top priority incident runbook
Module 3: Bridge the Gap
- Respond, recover, and close incidents with root-cause analysis, knowledgebase, and incident runbooks.
Key Benefits Achieved
- This module will help you to identify how to use a knowledgebase to resolve quicker.
- Identify what needs to be answered during a post-incident review.
- Identify criteria to invoke problem management.
Build a targeted knowledgebase.
- Working knowledgebase template
Build a post-incident review process.
- Root-cause analysis template and post-incident review checklist
Identify metrics to track success.
- List of metrics
Build an incident matching process.
- Develop criteria for problem management