Spending a lot of time talking about incident management may come across as a bit trite when some organizations are careening forward into advanced service management strategies that focus on change and release processes. However, incident management is the foundation for any sophisticated service management strategy. Handling service requests, support tickets and basic incidents effectively provides organizations with the procedural efficiency and solid operational base for handling user service issues effectively. This first step toward service management is critical in finding success in future endeavors.
We could talk to you all day about how amazing an incident management platform can be when it is combined with a sophisticated service desk solution, but to avoid rambling on in our excitement, we'll stick to the following four reasons why we love incident management solutions:
1. SLA Management
If you're working in IT, you always have a ruler looking over your shoulder, dictating your operations and demanding a certain level of functionality. That monarch is the service level agreement. If you fail to meet the SLA of your customers, whether they are internal business departments or organizations using your services, you are left paying hefty fines and dealing with reputation-related damages. A good incident management platform can integrate with SLAs to effectively prioritize support tickets and make sure you are working on the right incidents at the right time.
We probably don't need to remind you of this, but the to-do list on your service desk dashboard is probably so long that you don't really have time to read this article (keep reading, it's worth it). But let's face it, many of those service requests can wait. That guy from accounting can use the self-service catalog to solve his problem, that glitch reported from the field is a minor compatibility issue with one browser and the employee is fine using a different solution and, in the end, only a few of the incidents really need to be handled now. A good notification system can help you not lose track of service requests that need immediate attention. They also make sure that secondary tickets don't get pushed off for too long.
You don't need to spend all of your time solving extremely basic incidents. Instead, you can depend on an increasingly tech-savvy workforce. Before you start thinking about all of the extraordinary examples to counter that tech-savvy assertion, please note that many people may not understand how technology works, but they are becoming comfortable enough to look up solutions to their issues on forums, and that's all you really need. A good service desk can enable self-service functionality for basic incidents, saving you time.
4. Business Process Automation
You do not have to reset passwords or deal with other tedious operations anymore. Instead, you can implement a process automation suite within an incident management platform and create scripts for every repeatable process handled by the service desk. Tedium can disappear from your work day. Eliminating the repetitive, boring tasks that can dominate your day frees you to put more time, energy and effort into the critical tasks that play a critical role in supporting enterprise operations.
Incident management is a core element of service desk operations, and you don't want to settle for a basic email or SharePoint-based solution. Deploying advanced incident management capabilities within the service desk positions organizations to improve the operations that can dominate day-to-day management operations. The end result is a situation where you may just fall in love with the idea of great incident management, just like we have.