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3 Reasons to Take a Close Look at Incident Management

05/04/2015 by: The SunView Team

Organizations are facing major IT challenges as new technologies are changing how the back office operates and how people work in the enterprise. The need for more flexible and mature IT service management tools has become clear as businesses try to respond to emerging IT solutions. This has left many organizations focusing on nuanced ITSM modules as they need these types of tools to deal with new operational requirements. However, organizations should make sure to not get so caught up with more advanced ITSM modules that they neglect core functions like incident management.

IT service desk modules like incident management may be simple, foundational ITSM tools, but they can have a huge impact on an organization's everyday operations. Three reasons you should take a close look at your incident management practices include:

1. Mobile Devices Create a High Volume of Incidents
Many of the incidents IT support teams need to deal with come down to situations in which apps do not work as they are supposed to because of a small glitch in the programming. As complex enterprise apps can have seemingly countless lines of code, identifying a tiny flaw can be nearly impossible. Instead of removing any glitch, development and operations teams focus on getting apps and services running stably and move on from there. The problem is that a line of code that may work fine when a user accesses a web app using Firefox may cause problems when he or she tries to run the app on Chrome.

As mobile device use rises, organizations don't just need to deal with browser diversity, but also different versions of those browsers designed to work on specific mobile operating systems. This can lead to a huge increase in the volume of incidents you face as users run into different glitches depending on the device, operating system and browser they are using to access apps. You need to make sure your incident management system is up to the task of helping you manage, prioritize, document and resolve incidents.

2. External IT Services Add Support Complexity
Increased use of cloud services has left many support teams trying to balance resolving incidents in parts of the configuration they control and passing incidents pertaining to third-party services on to the correct destination. The need to balance priorities across internal and external incidents is tricky because support teams can't entirely control response times from third-party service providers. A good incident management platform will help you access key operational data through your dashboard so you can get a top-down view of your various incidents and position yourself to identify the most important incidents and streamline collaboration with third-party service providers.

3. Responsiveness is a Growing Priority
The consumerization movement taking place in the enterprise has left many organizations needing to accelerate their IT and support operations. Users expect the kind of response from IT that they would receive if they were a consumer walking into a store or calling a customer support hotline with a problem. You can't afford to have your customers - whether they are internal or external - waiting around for an extended period for an incident to be resolved. Instead, you need a system in place that lets you quickly deal with basic issues and escalate complex incidents in a streamlined way.

Creating a better customer experience is becoming more important than ever in the ITSM sphere. As user demands rise and new device types lead to higher complexity in the ITSM infrastructure, increased dependence on third-party cloud services will force support teams to take on the role of brokers. All told, a good incident management platform can play a key role in helping you deal with these new demands.