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Incident Management for Small Enterprise

Turn chaos into control with a practical incident response program.

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Without a formal incident management program, you risk:

  • Always being in reactive mode
  • High incident ticket volume with many escalations
  • Tier 2 and 3 specialists are tied up fixing recurring incidents
  • Wasted manual effort on repeated tasks that could be automated
  • Frustrated end users who have a low perception of the value of IT when it matters

Implementing a formal incident management program can lead to:

  • Improved time to resolve and cost to serve.
  • Increased end-user satisfaction with a true understanding of the value of the Service Desk.
  • Elevated maturity of the service desk to a controlled state, preparing you for becoming proactive with problem management.

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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 road map in place to complete your project successfully.

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Module 1: Assess the Current State

The Purpose

  • 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.

Activities: Outputs:
1.1 Outline your incident lifecycle challenges.
  • List of incident challenges for each phase of the incident lifecycle
1.2 Identify and classify incidents.
  • Incident classification scheme mapped to resolution team
1.3 Identify roles and responsibilities for incident handling.
  • RACI chart
1.4 Design normal and critical incident workflows for target state.
  • Incident Workflow Library

Module 2: Define the Target State

The Purpose

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

Activities: Outputs:
2.1 Improve incident categorization scheme.
  • Revised ticket categorization scheme
2.2 Prioritize and define SLAs.
  • Prioritization matrix based on impact and urgency
2.3 Understand the purpose of runbooks and prioritize development.
  • IT Incident Runbook Prioritization Tool
2.4 Develop a runbook template.
  • Top priority incident runbook

Module 3: Bridge the Gap

The Purpose

  • 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.

Activities: Outputs:
3.1 Build a targeted knowledgebase.
  • Working knowledgebase template
3.2 Build a post-incident review process.
  • Root-cause analysis template and post-incident review checklist
3.3 Identify metrics to track success.
  • List of metrics
3.4 Build an incident matching process.
  • Develop criteria for problem management
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