Incident management plays a critical role in the ongoing success of any organization. This process allows businesses to quickly identify, analyze and address problems as quickly as possible so that normal business operations may be restored in a timely manner. While incident management is certainly not a new concept, unfortunately many organizations are still employing this process manually which can significantly limit its effectiveness. That said, here are 5 reasons why you should automate incident management.
1. Saves Time and Money
Because IT Process Automation significantly reduces manual effort, it subsequently saves time for each user that plays a role in the process. By automating simple decisions, your team is free to focus on other important business functions, improving productivity as a whole. The process itself is also expedited, which leads to a speedier resolution and an overall reduction in costs to restore normal business operations. Finally, automating the incident management workflow allows businesses to take a more proactive approach, thereby reducing the risk of future expenditure.
2. Improves Communication
A successful ITIL incident management process flow involves 4 key steps – detection, diagnosis, repair and recovery. In order to accomplish this, there must be seamless communication amongst everyone involved, particularly in the notification and escalation process. Manual incident management leaves tremendous room for miscommunication, which can lead to wasted effort and a delay in resolution. By employing IT process automation, your team will have access to bi-directional communication channels – such as email, phone, SMS, and IM – which allow personnel to actively take ownership of an incident and see it through to the recovery phase.
3. Centralizes Data Access and Control
In today’s mobile environment, being able to access information remotely is crucial. It is important that your incident management tools will provide a central dashboard to allow on-demand access to real time status reports, events documentation and statistical information. Whether your team is all in one location, or working together from across the globe, automating your incident management will make it simple and efficient for everyone to stay connected and informed throughout the entire process.
4. Improves Internal Planning and Organization
In order for incident management to be effective, management must be able to adequately plan and organize the process, from start to finish. Automation significantly improves the ability to do this by providing all of the tools necessary to maintain control over the resolution process. For instance, management is able to instantly identify who took ownership at each point during the incident management workflow, and can be promptly notified of any escalations, improving the chances of a timely recovery and resolution.
5. Streamlines the Resolution Process
One of the nicest things about automated incident management is that it drastically streamlines the entire resolution process. From timely notification and escalation, to providing those involved in the process with the ability to initiate automated corrective actions as needed, the entire process becomes integrated and organized for the best possible outcome. As a result, the availability of critical systems improves, as does the overall quality of service.
In addition to all of these points, automated incident management also reduces the risk of human error that is inherent in manual processes. As a result, your organization will see a significant improvement in communication, better access to centralized data, and a more streamlined and organized workflow, all while saving time and money. The question then becomes not “why should you automate incident management”, but why haven’t you yet?