Benefits of Having Good Incident Management Software
October 12, 2019
Too many people sleeping on the job, it’s time to Wakeup! Do you realize how many accidents happen every year as the result of sleep employees? Thousands! Seriously people, it’s time to Wakeup and pay attention to what’s happening around you.
In business, we like to think that everything will go smoothly, and there’s nothing wrong with hoping for the best. However, there also needs to be a plan in place just in case the worst happens, and this is where incident management software comes in.
In case you haven’t seen this type of software before, it’s installed to alert team members when there’s a problem with an IT service. With a solution like this in place, downtime is limited, and you aren’t losing potential customers just because of a small issue with your IT services. Not only is the team alerted to the problem, some software solutions will create a report and even automate a workflow to ensure the problem is resolved as quickly as possible.
Why have safety management software in your business?
In years gone by, there would be an element of guessing about incidents and the resolution required to get back up and running. Now, an incident management program will remove this guesswork and follow a set procedure. For example;
- Identify the problem
- Categorize the incident
- Set a priority level
- Respond to the incident
- Analyze whether there are patterns and trends to this incident and others like it
When multiple incidents happen at the same time, the priority ranking ensures that the most serious issues are dealt with as early as possible. Meanwhile, smaller problems are fixed whenever the resources become available.
Help with Documentation and Reporting
What happens when the shareholders, directors, or another stakeholder wants to see a report on IT service management and effectiveness? With an incident management system in place, it’s suddenly much easier to document performance and the utilization of resources.
Visibility and Credibility
Often, complaints and issues will come from the customer directly. Of course, customers need to feel as though their voice is heard and this is where the brilliant ticketing system is useful. Even when communicating with staff who have reported a problem, a ticketing system allows the other party to manage expectations and see that the problem is actually being investigated rather than ignored.
When customers feel they have a voice, they feel valued by the company and it’s possible to build credibility within the market. At the same time, the IT department enjoys the system because tickets are organized and assigned rather than two people doing the same work.
Quick Resolutions and Top Service
With the biggest problems having top priority assigned to them, they’re more likely to get resolved quickly. Rather than wasting time on basic problems, the IT team can use their time more efficiently and this leads to the best possible service for all involved. If the website has crashed or a particular contact form isn’t working, it goes through the system and gets fixed with speed. For the customer, they see that this is a company that knows what they’re doing. You gain credibility, respect, and a reputation for brilliant service.
As the final benefit of choosing incident management software, they gather data from all the incidents that pass through the software, and this has the potential to be invaluable. You can review;
- The time spent on each ticket
- The speed of dealing with each priority level
- Patterns and trends of incidents
- Severity of incidents
- Difficulty of incidents to resolve
By setting parameters, you can even use the software to meet SLA requirements. Therefore, you should now start to see why so many businesses are implementing this type of software. By forgoing this technology, you don’t get the data, your customers are left in the dark, and your resources are deployed poorly!