Incident Management requires some basic best practices in order to work efficiently. It’s a little bit more than just documenting the incident- check out my list of must have practices for an efficient incident management process:
Incident Logging: You need a process in place for identifying the type of incident and documenting it.
Incident Categorization: Categorization will helpful for prioritizing and determining the correct response and sometimes even can help with which team will handle it.
Incident Prioritization: We all know that we can’t simply pick and choose what incidents we work, so we need to have a system in place for prioritizing them. One good way to determine priority is to calculate it based off the impact and the urgency of the incident.
Incident Monitoring: Escalation schedules to help make sure you’re delivering on your SLAs
Incident Resolution: Resolving the incident and documenting all resolution related information (resolution, workarounds, etc). If workarounds were provided then you may need to report the issue to Problem Management.
Proactiveness: Once you know something is wrong/down/will affect people’s ability to work, put out proactive alerts, especially if there is a known workaround to use until Problem Management finds out the root cause.
Following these best practicies will help your service desk manage incidents more efficiently and over time will help your service desk become more proactive.
-Krystina Hodge, Consultant & Project Manager