What is incident management?

Incident Management is basically an IT Service Management or ITSM process that was developed with the aim of restoring normal service operations after an incident as quickly as possible with minimal business impact. Incident management ensures that the highest level of availability and service quality is maintained even in adverse situations.

In short, organizations use incident management to quickly respond to an unplanned service disruption or event and to restore services to operating condition with little to no negative impact on their core operations.

Incident Management vs. Problem Management

According to the ITIL definitions, an incident is a single, unplanned event that causes a service interruption while a problem is the cause or potential cause of one or more incidents. ITIL 4 also outlines the main difference between incident management and problem management – the purpose of each.

the Purpose of incident management, according to ITIL 4, is to minimize the negative impact of incidents by restoring normal service operations as soon as possible. The priority of incident management is to return to normal service delivery. On the other hand, the purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known defects.

The focus of problem management is the future, the identification and control of problems and the thoroughness of the process, as opposed to rapid resolution in incident management.

Incident Management vs. Change Management [h3]

As described above, incident management can be described as a collection of processes, guidelines, documentation and workflows that can help IT teams manage an incident from start to finish. Anyway, it Change management is referred to as the process by which IT teams can change the IT infrastructure, products, providers, applications, processes or services of their organization in a systematic and standardized manner. The main goal of change management is to increase the success rate of changes implemented in an organization and to improve service delivery.

Why is incident management important?

incident Management is a critical process for companies as it helps to quickly restore normal service operations after an incident, thereby mitigating the negative impact of the incident on business operations, service availability and delivery. It helps to maintain service levels agreed with your customers.

What is the goal of incident management?

Now that we know why incident management is necessary for businesses, let’s also take a look at some of its basic goals:

  • Improving the visibility and communication of incidents
  • Ensure that the standardized methods and processes are used for efficient and timely documentation, incident reporting, response, ongoing administration and analysis
  • Alignment and prioritization of incident management activities
  • Ensure incidents are reported and resolved quickly
  • Increasing user satisfaction and maintaining the quality of IT services

What are the advantages of incident management?

The main advantages of incident management are:

  • Helps to minimize the business impact of incidents and increase effectiveness through timely resolution
  • Allows proactive identification of useful system changes and improvements
  • Enhances proactive monitoring, allowing you to accurately measure performance against SLAs
  • Promotes the dissemination of information on various aspects of service quality
  • Enables better staff utilization, which in turn leads to greater efficiency
  • Improves customer and user satisfaction

What is an Incident Management Team?

In an IT organization, an incident management team can be described as a group of trained employees who are responsible for responding to an IT emergency. Typically, an incident management team consists of IT directors with cross-departmental involvement and strong management support.

What is the role of an incident management team?

The main task of an incident management team is to align and coordinate key team members and resources during a cyber incident in order to minimize its impact on the business and to restore service operations as quickly as possible. The team analyzes information, discusses activities and observations, and shares key messages and reports across the company.

During quiet times when the team is not actively responding to or investigating an incident, members typically meet periodically to review and review the latest incident response procedures and security trends. This information dissemination is important to get the support of the executives and to ensure timely involvement during or after a crisis.

What is the incident management process like?

The incident management process essentially consists of a series of measures and procedures that are implemented in order to react to and remedy critical security incidents. These steps ensure that no aspect of a security incident is overlooked and that the teams involved are able to resolve incidents quickly and effectively. There are several keys Steps in the incident management process.

  1. Detection and notification: The first step in the incident management process involves the detection and subsequent notification of the incident across the company. IT teams identify incidents through manual detection, solution analysis, or user reports. Notifications are then sent to the respective teams in the company.
  2. Logging and prioritization: Once detected, the incident is logged, investigated and categorized according to criticality. Categorization helps determine the method by which an incident should be handled and prioritize response resources.
  3. Examination and diagnosis: After the incident task has been assigned to the affected teams, members can begin investigating the cause, nature and potential solutions for the incident. Once the incident has been diagnosed, the team can determine the corrective action, including notifying the relevant customers, authorities or employees of the security incidents and information about expected service disruptions.
  4. Dissolution and closure: In this phase, the incident management team successfully eliminates the root cause of the problem or threat and restores the systems to full capacity. This step can be carried out in several stages, depending on the nature and severity of the incident. After the solution, the incidents are closed, the documentation being completed and the solution steps being evaluated. The final step helps identify areas for improvement and includes the implementation of proactive measures to prevent future incidents.
  5. Analysis and monitoring: The last step of the incident management process analyzes exactly what went wrong and how it can be prevented by constant monitoring of the systems and processes.

KPIs and metrics for incident management

Key performance indicators or KPIs are metrics that drive critical decisions. Top KPIs for incident management are as follows:

  • Incidents over time: This KPI involves tracking the average number of incidents over a period of time such as daily, weekly, monthly, quarterly or yearly. It helps to analyze whether incidents are occurring less or more frequently over time.
  • Dissolution rate at first touch: The first-touch resolution rate is the rate at which incidents are resolved the first time they occur without escalations or repeated warnings. Therefore, a high first-touch resolution rate would mean that you have a well-configured, sophisticated incident management system in place.
  • Reopening rate: The reopening rate refers to the percentage of previously resolved incidents that were reopened at the customer’s request. This usually happens when a customer replies to a closed ticket response or requests to reopen the closed ticket as the same problem occurs again.
  • Repeated incidents: The Repeated Incident KPI is a record of the number of identical incidents that were logged within a given period of time.
  • Average response time per incident: The average response time per incident represents the time it takes to forward an incident to the affected team member. Tracking this KPI will help determine how efficiently a team can get the affected member to work on an incident.
  • Mean time to dissolution: This KPI represents the average time it takes the affected team to respond to or resolve an incident. MTTR is a reliable KPI that helps determine how quickly a team reacts to and solves a problem that arises.
  • SLA compliance rate: The SLA compliance rate indicates the percentage of incidents that were successfully resolved within the SLA.

Incident Management Best Practices [h2]

How do you ensure that there is a solid incident management policy in place? Let’s look at a few recommended course of action You must follow to ensure efficient incident management.

  • Clearly define an “incident”: In order to properly prioritize, respond to, and resolve incidents, you need to clearly define and categorize incidents based on various critical elements such as severity, urgency, and impact.
  • Underline the long-term vision of the incident management process: It is imperative to determine what your company expects from your incident management process. This expectation can be defined either through the generic incident management template or a more customized process that is tailored to the individual needs of your company.
  • Incident Communication Focus: Make sure that both your internal teams and your customers are aware of all risk mitigation measures. Automating communication updates and managing them from a single dashboard is helpful in ensuring effective incident communication.
  • Learn from major incidents: After a major incident is resolved, you must make company-wide changes and implement change management strategies to prevent similar incidents from occurring in the future.

Incident Management Support with Kaseya

Kaseya solutions have powerful incident management capabilities to help businesses grow safely and sustainably while improving service availability and delivery.

The post Incident Management: Benefits, KPIs and Best Practices appeared first Kaseya.

*** This is a syndicated blog from the Security Bloggers Network from Blog – Kaseya written by Kaseya. Read the original article at: https://www.kaseya.com/blog/2022/01/12/incident-management/

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