If you want to try and reduce the cost of incident management, then you’ll be glad to know that this is very easy to do. If you want to find out more about that then simply take a look below.
1. Establish Accountability
The first step should always be to establish accountability. You need to make sure that you are analysing the data and that you are also categorizing all of your incidents based on various predetermined factors. Incident volumes can then be refined across a standard metric. This is one of the best ways for you to stop any issues that might happen.
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2. Problem Management
The next thing that you need to do is make sure that you focus on problem management as opposed to incident management. If you want to help yourself here, break down the incidents based on the user location, top drivers and departments. When you have done this, you can then identify the problem areas and you can also focus on actively trying to resolve the problem. When you do this, you would be surprised at how easy it is for you to solve an issue before it turns into something much bigger. Believe it or not, incident management is very easy to do when you are aware of what’s happening within your company.
3. Mine Data
Another good practice would be for you to mine data as much as possible. If you have very large volumes of data, then you may find that you are not using it to your advantage. Align your data incidents with your sources as this will give you a 360-degree view across everything. This will help you to understand the root cause and it will also help you to reduce the amount of incidents that occur. Text analytics is also very important. You need to make sure that you analyse unstructured data such as comments, work notes and more. This can help you to understand your incidents much more efficiently.
4. Prevent Incidents through Change
Drive better change-management. At the end of the day, every change you make to your apps or even your infrastructure has the ability to cause incidents and disruption. If you deploy changes with not enough test coverage, then this will lead to even bigger problems in the future. As a leader, it is your job to make sure that you formulate ways to mitigate the risk of change. Analyse any problems that might occur as the result of the tweaks you make and make sure that you are aware of the domino-effect.
5. Promote a Good Attitude
If your team do not have a good attitude towards your systems or problems, then this could cause you issues later. You need to make sure that your team are willing to work and that they are also happy to follow the right processes throughout. If they aren’t then this could indicate that your problem lies with your team and not your IT.
