Over the past year, our familiar world has changed a lot. The changes have also affected the way we provide and support IT services in enterprises. From the point of view of ITSM specialists (IT Service Management), these changes affected at least two important points:
firstly, IT services as such and, secondly, the need for businesses to digitalize workflows that allow companies to improve their activities and the results they achieve. Digital transformation process can go easier when the ITSM \ ITIL practices are implemented not only to the IT department but also to the rest of the departments in the organization.Â
Why ITIL?
ITIL 4 is a guide with best practices for managing IT services. Problem and incident management is the practice that helps the team to handle the oncoming incidents across the corporation and reduce its consequences by identifying the actual and potential causes of their occurrence.
What happens when an organization does not have IT incident management?
Incident management affects every aspect of an incident throughout its entire lifecycle. It accelerates the process of providing a solution and ensures transparency of application management. Without incident management, processing requests can be quite a difficult task. Here are some of the main challenges that you can face:
- Insufficient transparency of information about the application status and expected deadlines for end users.
- Improper logging of previous incidents.
- Inability to document solutions for recurring or similar problems.
- There is a higher risk of downtime, especially in the event of serious incidents.
- Extended terms for providing a solution.
- Lack of opportunities for creating reports.
- Decrease in the level of customer satisfaction.
Who uses Incident Management?
Incident management is widely used by IT support services around the world. Usually, the support service is a single point of contact for end users to report problems to the IT infrastructure management department.
Tips on simple start of working with incidents
It doesn’t matter who you are — an ITSM expert or a specialist far from the IT sphere who wants to improve the company’s work through incident and problem management. In any case, here are some useful tips how to make this process much simpler:
- Give your team more time. To start the incident and problem management process, it is essential to shift the focus from processing incoming requests and focus on more actual problems.
- Think of using experienced ITSM specialist services first. How long will you need his services? It depends on your resources and experience in the field of incident management. At Polontech, we cover all ITSM process integration steps, advising customers on most optimal solutions for their particular case.
- Start small, focus on major issues and share your success. First, focus on a small priority group of primary incidents, as you know for sure how to handle them, and they won’t take much time. After you handled them successfully, you can gradually increase the workload
- Limit the incidents in process. Choose the top 5 problems that you focus on. To do this, analyze the incidents and evaluate which factors have the most negative impact on the business. Focus your efforts on these problems.
- Don’t stop after the first steps. Before starting work, plan the procedure for implementing incident management. Without this, it will be difficult for you to make progress.
Transformation of work processes together with Polontech
Is it possible to improve the quality of IT services and at the same time reduce the cost of providing them? Yes, if you find an automated solution for managing services.
For our clients, we recommend Jira Service Desk Integration, as it’s based on ITSM \ ITIL practices. It helps your team to:
- Lower IT implementation costs and minimize downtimes, especially when you choose a cloud-based solution.
- Keep well organized with well-established processes and roles for simpler management.
- Handle critical incidents faster, prevent repeatable incidents, and manage changes risk-free.
- Focus on customer feedback with clear SLAs, automation-based efficiency, and results measured in satisfaction
Jira Service Desk ensures your team covers ITIL-based incident, request, problem, and change management for external and internal customers.