Incidents are disruptions that occur in Business Operations. Incidents can be caused by various factors, such as human error, equipment damage, natural disasters, and others. Incident Management is required to:
- Identify incidents through monitoring
- Categorize incidents to help determine incident severity and appropriate response
- Prioritize incidents by considering the impact of the incident on the business and the number of people affected
- Respond to incidents by investigating the incident, developing a resolution plan, and implementing the plan
- Close an incident by documenting the incident, reviewing the response, and taking steps to prevent a similar incident from occurring in the future
The Key to Incident Management: Identify, Respond, Resolve, Minimize!
Guide to conducting Incident Management:
- Have an Incident Management Plan that outlines the steps to take if an incident occurs and the roles and responsibilities of the team
- Use tools to track and handle incidents
- Document incidents that occur
- Communicate with parties who can help to minimize incidents that have disrupted Business Operations
- Review and identify various things that need to be improved so that similar incidents can be prevented from occurring in the future
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