Incident management is the process of identifying and resolving problems that occur in IT services. Incident Management is also used as a metric to measure the health of the IT Service Desk. Let’s discuss what incident management is, why it matters to your business, and how you can apply it to your organization.
What is Incident Management
Incident management aims to manage the lifecycle of all incidents in IT services. Incident Management (or IM) is a process that is used with or without ITIL, which, if done right, can help managers identify and resolve problems as they happen instead of when they’re too late. For IM to work effectively, it needs a system that identifies when incidents are reported and implements a solution. Incident Management aims to fix problems and make sure the same problem doesn’t happen again.
Types of Incidents in IT
Some of the common types of incidents where incident management is helpful are:
- IT Support Incidents
- Network Incidents
- System Development Life Cycle(SDLC) incidents
- Event Alert Incident
Incident management can be used for any tasks involving specific procedures that need to be followed.
Five Essential Steps of Incident Management Process:
- Incident tracking and notification
The incidents are tracked and logged based on what is causing the incident and how incidents can be resolved. It can then be notified to the concerned team via relevant channels such as Slack, Teams, or Email. - Creating policies and diagnosis
Develop policies for when to make exceptions to the process or create exceptions to solve an incident. - Incident recovery
This step involves the IT personnel responding to incidents and ensuring they know what needs to be done. It is also essential to find the root cause of the incidents and make sure that the incidents do not occur again. - Incident resolution and closure
The final step is to ensure that the incident is resolved and the systems are fully functional again. Here we close the incident, document the events, submit a report to build transparency, and review the procedures followed during the incident management.
A Case Study on how a Large Retail Company in the US gains major time savings with Automated Incident Resolution
The client is a large retail company based in the US. They recently expanded their market by acquiring regional brands with their physical stores and introducing their own e-commerce offerings and increased their branding. They are also using different IoT projects like 365pronto which is a transformative platform dedicated to simplifying the IoT cleantech installation and service landscape
With increasing downtime frequency and duration from their e-commerce and POS systems, the management was also concerned about the impact on customer experience and revenue.
Before implementing the Automated Incident Resolution, the company was facing an increase in key incident management metrics like MTTR & MTTD. After implementing the Automated Incident Resolution through an AIOps platform, there has been a significant improvement in the key metrics like MTTR & MTTD.
Implementing a Successful Strategy for Incident management
Companies need to have an incident management strategy in place because it will take time and effort. Proper communication between employees and other departments will help prevent big problems by being notified of incidents as soon as they happen. Ideally, this will include all of the employees and IT teams dealing with incidents in real-time. This could also involve communicating with vendors and partners about any issues that have come up.
Thoughts on the Future of ITSM with regards to Incident management
The future of incident management is promising. In these highly dynamic and digital environments, both customer and internal demands are constantly changing, and incident management will need to evolve with the needs of the time to keep pace. As the industry matures and technology develops, it becomes easier to deploy processes that are managed through an automated incident management platform powered by AIOps. This will allow for a quicker resolution, and simple incidents will be swiftly resolved, while more complicated or longer-term issues that require outside expertise will be handled efficiently.
DevOps results out of the long lead times required for infrastructure provisioning and integration with the ITIL process.
It potentially nullifies any delays in the software development lifecycle and focuses on the full-stack approach to project delivery.
Find out what it is, the prerequisites of implementation, and how does it help the businesses!
Research Nester published a report titled “AIOps Market: Global Demand Analysis & Opportunity Outlook 2030” which delivers detailed overview of the global AIOps market in terms of market segmentation by components, deployment type, application, vertical, and by region.Further, for the in-depth analysis, the report encompasses the industry growth indicators, restraints, supply and demand risk, along with detailed discussion on current and future market trends that are associated with the growth of the market.The global AIOps market is estimated to grow at a CAGR of ~30% over the forecast period, i.e., 2022–2030.
The market is bifurcated on the basis of deployment type into on-premise, and cloud-based, out of which the cloud-based segment in estimated to gain the largest market share during the forecast period, owing to the increasing penetration of cloud-computing technology amongst the various end-user sectors on a global level.
On the basis of vertical, the market is segmented into telecom & IT, BFSI, healthcare and others.
Among these, the telecom & IT segment is anticipated to hold the largest share throughout the forecast period, on the back of early adoption of advanced technology in the IT sector, along with the increasing share of IT sector in the global GDP.
Moreover, the advantages offered by AIOps over DevOps, such as higher accuracy, and reduction of false positives, are estimated to boost the market growth over the years.
Furthermore, frequent launches of new technologies, and product pipeline is another major factor projected to fuel the market growth.Regionally, the global AIOps market is segmented into five major regions including North America, Europe, Asia Pacific, Latin America and Middle East & Africa region.
AIOps tools and solutions are rapidly being adopted by enterprises across the world.
Here are 9 KPIs that can help you measure the effectiveness and impact of AIOps solutions in your company
