Define and track business outcomes with a goal framework
The ITIL definition of an incident is “an unplanned interruption to or a reduction in quality of an IT Service or unavailability of the service”. An incident could be caused by an asset that is not functioning properly or a network failure, or a human error. Here are some examples of incidents—issues with the printer, Wi-Fi connectivity, application locks, email service, laptop, file sharing with unauthorized recipients, authentication errors, security breaches, cyberattacks, and more. Incident response or IR is the systematic approach that assists IT & Security teams, to plan better for such incidents.
If conducted smoothly, the incident response process ensures that there is minimal to no downtime. The end goal is to ensure that the impact/damage on business is minimized and that normal operations are restored within SLA. Security-related incidents can be particularly harmful as they can cause the destruction of data, violations of confidentiality, reduced productivity, and ultimately, massive losses in finances and reputation.
5 must-haves in your problem management software
What is problem management?
In ITSM terms, an incident is a single unplanned interruption or reduction of the quality of an IT service. A problem, on the other hand, is a larger issue. ITIL™ defines a problem as “a cause or potential cause of one or more incidents.” Problem management entails the set of processes and activities responsible for managing the lifecycle of all problems that could happen in an IT service. The crux of problem management is to go beyond just finding a solution, but rather the underlying cause of the incident and finding the best way to eliminate this root cause.
Problem management can save your organization thousands of dollars and can play a big role in increasing both employee and customer satisfaction.
3 ways to build a better service desk
The recipe for a delightful employee experience is all about adding heaps and heaps of delightful service desk experiences. Think about it, what good is a service desk if it doesn’t solve your employees’ day-to-day tech issues?
According to Forrester’s The State Of The Service Desk, 2022 report, only 66% of employees contact their service desk more than once a year. While 67% of employees who contact the service desk report being satisfied with their service desk, a third of employees state systematic tech issues make them avoid using the service desk and instead live with the issues the service desk can’t fix.
These systematic technology problems are problematic because they have a direct drain on productivity and EX. These problems have persisted because of a no-brainer— the service desk and IT continue to face resource limitations and a lack of support for EX considerations in purchasing.
To empower employees and reduce burnout, IT leaders must reexamine the role of the service desk to understand the full impact of EX on business operations. Below are some best practices from Forrester to improve the service desk experience. Read away.
Better incident response for SRV
Implementing a robust incident response plan for SRV (Service) involves several key steps to ensure effective handling and resolution of incidents. Preparation is crucial, beginning with defining roles and responsibilities within the incident response team and developing comprehensive documentation and training programs. Regular drills and exercises help validate the readiness of the team.
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