Contact Support

If you are an existing client to get support call us on:

+44 (0)1483 412 042

OR

Login to the portal

Support portal

If you've been given a 6-digit support code

click here

Not an existing customer?

Contact us

Incident management & its role in your business

‘By failing to prepare, you are preparing to fail’ is an old saying, and one that rings true with incident management. When done correctly, incident management will improve the running of your business.

What is incident management?

Incident management, in the context of IT, is about responding to a computer or IT systems incident. This could be anything from the internet, through to meeting room technology or telephone lines. Incident management will also include responding to issues related to either physical devices or programs on a computer.

The standard and code of practice, ISO 20000, defines the objective of incident management as: “To restore agreed service to the business as soon as possible or to respond to service requests.”

In practice, this is often a response plan, escalation process and then execution.

ITIL (IT Infrastructure Library) created a formal process for incident management that IT teams can work towards in the 1980s. This happened after the UK government was disappointed by their IT response times and wanted a way to improve IT managers processes.

Since then, ITIL has developed and now holds a range of formal processes for IT managers, such as system design and others.

Today, the ITIL incident management process is widely accepted and adopted as an industry-leading standard.

The importance of incident management

Incident management isn’t just a process for finding repeated issues in an IT system. It’s creating a lifecycle that ensures the service management is efficient, and that each incident is responded to in a similar manner.

It’s an important part of any IT response, as it not only ensures the problem is dealt with, but that it is recorded, communicated, and enables continuity of service.

Incident management also improves employee satisfaction – if IT systems are constantly down or negatively impacted, then it becomes irritating and unproductive for employees.

By creating a cohesive, seven step plan based on ITIL’s core incident management framework, incident management becomes effective and improves productivity.

Creating a response plan

As a business, it can be tricky to manage incidents, especially as the company grows and the tech gets more complicated. Each company’s situation is different, and they have specifics on how their team works. To create a response plan, the below ITIL core seven steps to incident response framework is ideal.

As it’s a ‘Framework’, you can adjust as needed around what your companies’ requirements are.

ITIL compliance comes from making their framework adapt to your business rather than simply following their exact method as it is written.

Below, we have gone through the seven steps to incident management according to ITIL’s framework, and how you can apply it to your business.

ITIL’s core seven steps to incident management

Incident identification

The first step in any plan is getting identification. This could be a programmed notification, a user notifying the service helpdesk, or a developer noting their own bug and recording it in a project management system. Any way that an incident is identified is a valid one.

Logging an incident

When logging an incident, it’s also necessary to add all relevant details such as device type, date, time description, version of software, such as Windows 10, or applicable details. The more information, the better, as this can inform the resolution much quicker.

Logging an incident can be done through a ticketing system, spreadsheet or be manually noted somehow. It’s best to choose a program that is scalable, and one that all your staff can use with ease.

Once an incident of any kind has been identified, it needs both classification and prioritisation.

Classification of an incident can be related to device type, frequency or tailored to what your company needs. For example, you could class incidents as “Mobile”, “Desktop” or “Tablet”.

Prioritisation is normally P1, P2, P3 etc. You could define the following as: P1 (halt everything as the company could fail because of this), P2 (urgent but not at risk of company failure), P3 (can be done tomorrow, affects less users). These definitions are flexible and should be changed from company to company.

Incident investigation/diagnosis

Whether user error or a system issue, investigation is normally the job of first point of call, such as your internal IT manager or an external IT support team. They can try and recreate the issue and provide a resolution if possible. This could be an FAQ page, or by talking the user through steps to fix.

In some cases, it could be as simple as password reset emails or turning it off and on again. Nevertheless, this is still a resolution and an incident solved.

Assignment or escalation

If the initial responder cannot resolve the issue, it must be escalated or assigned to someone else. This could be a senior support person, technical team, or someone relevant. Escalation plans are unique to each company’s situation based on your team size and work rate.

Resolving the incident

Once the incident has been fixed, it can be reported back to the user and tested to see if it has been resolved correctly.

Closing the ticket

After all involved agree the incident has been resolved correctly, the ticket can be closed and logged for future referencing in case a similar incident occurs.

Rating the experience

In order to improve your incident management, it’s best practice to ask a user whether they were satisfied with the experience and welcome any further feedback. This could be a call, a form or simply a star rating with optional long text box.

These seven steps highlight a basic response plan that is the core framework of ITIL compliance and are considered best practice in the IT world.

Incident management and ramsac

If you’re unsure as to how you can improve your incident management or implement the ITIL framework in your company, then why not speak to ramsac about our IT support services. We can provide cost efficient IT solutions that meet your employees needs, 24 hours a day.

Get In Touch

Receive our FREE bespoke IT health assessment

Start
Registration No. 26980136
Terms and Conditions | Privacy Notice
GBH Law
GBH Law
11:29 22 May 20
Changing IT support providers, like changing lawyers, is not a decision any business takes lightly or frequently. The decision is fraught with numerous questions such as whether the new team will understand my business needs, will it cause teething problems, and more importantly, will the reality match the sales pitch! We took that decision to move to Ramsac in January after ten years with another provider and we have not regretted that choice for a moment. Ramsac are simply great! From the get go we have been very well supported from the front line very helpful telephone support team right up to our relationship manager. We feel that the Ramsac team are very much an integral part of us . What however has driven us to write this review is the fabulous support we have received following a cyber attack this week. Something no business wants to happen but is increasingly a sad factor of modern cyber life. The Ramsac cyber support team were superb and really gave us first class support and guidance through what was frankly a horrible experience. Thank you Dan! Denise Herrington
The HR Services Partnership
The HR Services Partnership
17:59 16 Jan 20
We have worked with Ramsac since 2015. They offer a truly winning formula. We have been delighted by their support at all three levels: our network consultant (Colin) understands our set up and is great when we need to upgrade our infrastructure; we have ready access to our account manager who has been great with supporting our growth; and the helpdesk is always so patient for the day-to-day glitches. Very professional and supportive – thank you team ramsac!
Zoe Brooks
Zoe Brooks
13:02 16 Jan 20
Sam on the support desk is extremely knowledgeable and helpful. Every time I have rung with an issue and she has helped the problem has always been rectified smoothly and quickly!
Sarah-Jane Calloway
Sarah-Jane Calloway
16:02 06 Jan 20
Ed spent two days with us following an office reshuffle. He worked to a very high standard and was very helpful, courteous and happy to sort out anything we asked of him!
Luke Hoey
Luke Hoey
14:20 07 Nov 19
Always very helpful and will work hard to resolve any issues you have.
Richard Renson
Richard Renson
16:54 10 Dec 18
Great, helpful IT Kings and Queens
Andrew Worth
Andrew Worth
12:37 30 Aug 18
fine bunch
Colin Warner
Colin Warner
08:46 06 Dec 17
Excellent managed service provider.
Selom B
Selom B
11:58 10 Dec 16
First Class!! Responsive, knowledgeable, professional and very easy to work with - Ramsac have been a fantastic strategic IT partner for the last few years and I'm sure will continue to be for many years going forward. I would highly recommend them!
Ian Windle - Inspiring Leadership
Ian Windle - Inspiring Leadership
08:53 04 Jul 16
Great IT business, with a powerful management team. Could not recommend them more highly.
Patrick O'Luanaigh
Patrick O'Luanaigh
10:55 01 Jul 16
A truly fantastic IT support company - I can't speak highly enough about them.
Sarah Whitemore
Sarah Whitemore
11:59 20 Jun 16
I have known Dan May and Ramsac for 5 or 6 years now. Dan is such a great guy and really helpful with strategic advice and input on all things IT. He's so approachable and doesn't baffle you with IT jargon. If you are looking to outsource your IT or you have a problem you need help with Dan is definitely the one to ask.
Jonathan Richards
Jonathan Richards
12:14 31 May 16
I've worked with Ramsac for many years and whole heartedly recommend their services. They are always professional, approachable and have the rare skill of making IT understandable. Their can do attitude leaves you feeling that you are in safe hands.
See All Reviews
© 2021 ramsac. All rights reserved.