Incident Management and ITIL - Sunrise Software

Whatever the latest trends in ITSM – and indeed ITIL – at the heart of the matter is still the resolution of issues, AKA incident management.

This is equally applicable outside of the IT domain, as service management spreads enterprise-wise; the basic concept of identifying and managing an “incident” whether that is IT related or, for example, an HR issue, from recording to resolution is the same.  As a starting point now, having complete flexibility in how Incidents are raised in the first place is critical – self-service is increasingly the most popular (and efficient) method, but “good old” phone and email communications (with fully automated linking and tracking) are not going away anytime soon. An increasingly important option is integration with 3rd party products to report an incident, which is now straightforward using the REST API technology integrated with the platform.

Key to all incident management is speed and efficiency; the ability to classify Incidents quickly and gain a full audited history of all customer support interactions being the starting point. Thereafter, speed of resolution is the primary concern, ideally at first call or, if not, then with detailed tracking of that incident – often against a target SLA or at least an assigned priority level. The more efficient the incident management, the faster the resolution, the happier – and more productive – the user base and the lower the overall cost of service delivery becomes. A win-win-win scenario, in other words!

Automation is fundamental in achieving consistency in incident management which creates these levels of efficiency. Human error – inevitable – needs to be minimised while, at the same time, the software should be guiding the user through the resolution process. Allied to this, increased visibility across all service desk activities – and the ability to analyse the performance of the service desk – ensure that efficiency levels are maintained or improved upon.

> Read our ‘Guide to ITIL‘.