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Is your Incident Management as fast as the Incident?


The world is now hearing about how IT automation can transform complex IT processes and workflows. Something that we don't tend to hear too often is how this powerful tool can also be used to modernize other primary IT functions. An effective implementation of automation in Incident and Problem management can pave way for flawless IT operation.

I worked in an Incident management team for two years as an Incident Analyst. For those who are raking their heads on what Incident management is all about, let me share the operational definition of Incident management.

Incident management (IcM) is a term describing the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence. These incidents within a structured organization are normally dealt with by either an Incident Response Team (IRT), or an Incident Management Team (IMT). These are often designated beforehand, or during the event and are placed in control of the organization whilst the incident is dealt with, to restore normal functions.

Automation improves operational efficiency

With the Internet of Things setting out, many organization are molding their service line operations to optimize productivity. More automation, more streamlined cutting-edge processes allow fewer people to create more products that are robust and reliable.

Automation reduces manual effort

It just takes fewer people to deliver more output now. There's a shift from the type of work that's required to manage a major Incident and to channelize it across the right areas to get it fixed at the right deadlines, but the current trend is that as technology and automation improves, fewer and fewer people will be required to resolve a high priority Incident. Looking back at how it was in the past when I had to manage incidents one by one manually, I could only visualize how easy it would have been if automation had made inroads in incident management at least a decade earlier.

Automation makes you proactive

Bringing automation in IcM will bring more hands-on approach to managing incidents. When you automate your event management function, all incidents will become more observable much ahead than if handled in the old school way by acknowledging, responding and taking action. Potential incidents can be addressed on time, often before they have a chance to cause any serious impair to the IT operation for any organization. This also opens the door for further IT automation in the future. By systemizing the event management process through automation, additional prospects will begin to appear on its own where again automation could provide even more benefits to any organization.

Automating your Incident management will help you to save time, reduce costs, improve communication, have centralized data control and streamlined processes. Is your Incident management as fast as the incident?

- Rajiv Nagarajan

Rajiv Nagarajan

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