What is Incident Management?
Incident Management refers to the processes and people put in place to identify, analyze and correct incidents that cause company downtime or service interruption. The people who handle these incidents are a part of a incident response team or an incident management team. This team is usually over seen by an incident manager.The goal of incident management is to restore the service as quickly as possible.
How important is speed in Incident Management?
Speed is of the utmost importance within incident management and the Mean Time To Resolution (MTTR) needs to be recorded and measured. If you don’t know how long it takes for you or your team to fix issues, you cannot improve on that time.
What do you need for effective Incident Management?
In order to lower your MTTR and get incidents resolved in the fastest way possible you need an;
- Incident Management Tool
- Incident Management Methodology.
OnPage’s Incident Management Tool aligns itself with the service desk by providing incident management teams a way to manage incoming incident alerts, work schedules and team communications. OnPage allows teams to restore service operation A.S.A.P thus minimizing the impact on business operations. OnPage also helps incident management teams to collaborate, communicate and resolve an incident faster by streamlining the Incident Management Methodology.