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Incident Management

Delight business leaders and users with how quickly service is restored
The goal of incident management is to restore service as quickly as possible. There are two common paths to incident resolution:

  1. Leverage prior experience in order to resolve recurring incidents
  2. Determine the root-cause for new issues and identify a permanent fix or workaround
In Our Experience

Many organizations struggle to leverage prior experience. As a result, service desk technicians end up “re-solving” the same issues, which leads to longer resolution times and inconsistent service based on each technician’s personal knowledge. It also often means Level 2 and even Level 3 resources get pulled into incident resolution unnecessarily, taking them away from proactive IT service delivery work.

  • Traditional IT support knowledge bases have proven ineffective
  • Beyond the most simple, recurring IT support issues related to email and desktop productivity applications, most IT organizations struggle to maintain a current knowledge base of common IT resolutions and workarounds
  • Writing and reviewing knowledge articles is time-consuming and highly reactive teams never seem to be able to find the time to author and review them
  • Traditional indexing and search methods often yield dozens or hundreds of search results making it difficult to identify the correct resolution information

For new incidents that are bigger than desktop support issues, it’s well known that 80% of the time to restore service is spent finding out what went wrong and only 20% of the time is spent actually fixing it.

  • Complex issues often trigger an “all hands on deck” response that pulls team members off of proactive IT service delivery work unnecessarily
  • Identifying root-causes is time-consuming without an accurate, up-to-date understanding of the IT environment, relationships, and dependencies
  • Conference calls, emails, and instant messaging are ineffective in capturing learning for future use


Proactive Knowledge Delivery


In-context Team Collaboration


Incident Channels to Coordinate and Track Resolutions

ITinvolve provides all the standard incident process management capabilities you expect, including:

  • Incident logging, categorization, and prioritization
  • SLA tracking and escalation management
  • Configuration Item association
  • Documentation of resolutions

 
ITinvolve goes beyond these basic capabilities to:

  • Proactively arm service desk technicians and other team members with all relevant knowledge and workarounds (both systems-based and tribal) in the context of the affected elements
  • Identify and engage all relevant experts including those that may be unknown to support team members
  • Provide powerful, visual analysis of upstream and downstream dependencies to aid in faster root-cause analysis
  • Ensure resolution teams take compliance policies into account when developing workarounds and fixes
  • Capture learning from incident resolution, dramatically reducing the time and effort to develop and promote new knowledge

Better incident resolution
in combination with existing ITSM tools

ITinvolve also works in combination with an existing incident process management solution, such as BMC Remedy or ServiceNow. When using ITinvolve in combination with an existing service desk tool, we proactively arm personnel with all relevant knowledge about the elements affected, identify and engage all relevant experts, accelerate root-cause analysis through comprehensive relationship and dependency mapping, and easily capture new learning from incident resolution activities for future use.

The benefits of ITinvolve’s approach are significant:

  1. Faster issue resolution by leveraging existing knowledge
  2. Avoidance of escalations for recurring issues with known fixes and workarounds
  3. Resolution of complex issues faster by identifying likely root-causes more quickly
  4. Elimination of all hands of deck firefighting by engaging only the right experts in issue resolution
  5. Improved business leader and user satisfaction