What Is Incident Management?

Incident management aims to ensure business continuity by identifying, analysing, and resolving service interruptions, and then restoring normal service operations quickly with minimal impact on business operations. Effective incident management can significantly reduce downtime, improve service quality, and enhance customer satisfaction.

Managing incidents effectively has never been more important. Our research shows that 93% of service ops professionals say there’s a strong push right now to improve efficiency. Plus, 86% of service agents say customer expectations are higher than they used to be.

As businesses, being able to inform our customers quickly that a resolution is in progress provides peace of mind. This reassurance is exactly what effective incident management offers.

From minor glitches to major outages, incidents can occur at any time and result in significant consequences. A well-defined incident management process ensures these incidents are handled swiftly and efficiently, preventing them from escalating into more serious problems.

Let’s look at the ins and outs of incident management and how you can set up for success.

Incident management is a structured process used by customer support and operations teams to respond to and resolve issues that disrupt the normal functioning of services. An incident is any event that is not part of standard service operation and causes (or may cause) an interruption or reduction in service quality.

The incident management process typically involves several key steps, including:

• Incident identification
• Logging
• Categorisation
• Prioritisation
• Investigation
• Resolution
• Closure

By following a structured approach, your organisation can ensure incidents are handled efficiently and gain valuable insights to prevent future occurrences.

• Incident management defined
• Why is incident management important?
• 4 benefits of incident management
• 6 steps for incident management resolution
• Incident management best practices
• What to look for in an incident management solution
• Get ready to manage, respond, resolve and thrive

Incident management ensures the continuity of business operations. Downtime can lead to significant financial losses, so having a clear incident management process can save companies millions of dollars. For instance, the average cost of an hour of downtime for a single server is at least $100,000 per hour, according to Information Technology Intelligence Consulting. Your business can minimise these losses and maintain operational efficiency by swiftly addressing incidents.

For customers, incident management can make or break relationships. By ensuring prompt resolution and minimising the impact on experience, incident management significantly enhances customer experience. Customers expect seamless, uninterrupted service; frequent or prolonged outages can lead to dissatisfaction and attrition. A reliable process streamlined by customer service software minimises disruption, which builds trust in your service.

Incident management contributes to the overall improvement of service quality. By systematically documenting and analysing incidents, organisations can identify patterns and root causes, leading to better problem management and continuous improvement of services. This proactive approach helps in resolving current issues and preventing future incidents.

Effective incident management also supports compliance with industry regulations and standards. Many industries, such as finance and healthcare, have stringent regulatory requirements regarding service IT operations. A well-documented incident management process ensures that organisations comply with these regulations, avoiding potential fines and legal issues.

Understanding the different types of incidents is crucial for effective incident management. Incidents can be broadly categorised into several types, each requiring a different approach for resolution:

• Service outages: These are major incidents where a critical service, such as electricity, becomes unavailable. They often require immediate attention and coordination across multiple teams to restore service.
• Performance degradation: This occurs when a service is still available but performs below acceptable levels. For example, customers may be able to communicate with your omnichannel contact centre with voice, email, or SMS, but not chatbots or live chat. Identifying the cause of degradation and rectifying it promptly are essential to maintain service quality.
• Security incidents: These involve breaches or threats to the organisation's IT security, such as a leakage of customer personally identifiable information. Security incidents require a specialised response to mitigate risks and protect sensitive data.
• User issues: These are incidents reported by end-users experiencing problems with services, like a slow Internet connection. They are typically resolved by the help desk or support team.

Effective incident management offers numerous upsides, including:

1. Reduced downtime: Prompt resolution of incidents ensures minimal disruption to business operations.
2. Improved customer satisfaction: Quick and efficient handling of incidents leads to higher customer satisfaction, trust, and better customer satisfaction scores (CSAT).
3. Increased productivity: With prompt incident resolution, your support team can return to their caseloads without prolonged interruptions that prevent them from delivering excellent customer service..
4. Data-driven insights: Incident management processes generate valuable data that can be analysed to prevent future incidents and improve service quality.

A well-defined incident management process is essential for timely and effective incident resolution. The process typically includes:

1. Identification and logging: All relevant details are captured for further analysis and resolution.
2. Categorisation and prioritisation: Incidents are broken down by type and impact; critical incidents are addressed first.
3. Investigation and diagnosis: The root cause of the incident is determined, involving relevant technical teams as needed.
4. Resolution and recovery: The incident is resolved, and normal service operation is restored. This step may involve applying a workaround or a permanent fix.
5. Closure: Once the incident is resolved, it is formally closed in the incident management system and all documentation is completed.
6. Post-incident review: This is conducted to analyse the incident, identify lessons learned, and implement improvements aimed at preventing future occurrences.

Effective incident management relies on a combination of proactive planning, the right tools, and efficient processes. Here are some to consider:

• Establish clear communication channels: Ensure that everyone involved in incident management knows how to communicate effectively during a service outage. Use tools such as Slack to swarm and facilitate real-time resolution.
• Define roles and responsibilities: Clearly outline responsibilities during an incident. This ensures that everyone knows their part in the resolution process.
• Outline a prioritisation plan: Not everything can be of highest importance. That's why you need to designate high, medium, and low priority types.
• Implement automation: Automate repetitive tasks and reduce the likelihood of human error. Automation and pre-built workflows can handle various types of incidents. Adding AI allows you to execute these flows more quickly.
• Conduct regular drills and training: Make sure that your team is prepared for real incidents with simulated drills on different scenarios. This keeps your team sharp and helps identify any gaps in the incident management process. Trailhead, Salesforce’s free online learning platform, is a great way to get your team up to speed quickly on effective incident management. Have your support team join Salesforce’s Serviceblazer Community to learn best practices from other support pros on incident management.
• Maintain an incident management plan: Document your plan and keep it updated. This plan should include a list of key contacts and detailed procedures for handling different types of incidents. This will help prevent spiralling issues and pave the way for early detection and resolution.
• Post-incident reviews: After an incident is resolved, take the time to understand what went wrong and discuss strategies for how it can be prevented in the future. Add your learnings to knowledge articles and procedures.

Selecting the right tool is crucial. Key features to consider include:

• User-friendly interface: Make it easy for your support team to log and manage incidents efficiently.
• Automation capabilities: Reduce manual effort and speed up incident management.
• Integration with other tools: The software should integrate seamlessly with other IT service management tools and customer service management tools, like the Service Cloud for Slack app. With built-in swarming capabilities, your teams can quickly collaborate, access CRM data, diagnose, and resolve issues more efficiently than ever — all without ever leaving the console.
• Customisable workflows: Make sure that the software is flexible enough to meet the specific needs of the organisation.
• Comprehensive reporting: Robust capabilities provide insights into incident trends and help in continuous improvement.

Incident management is a vital practice for maintaining the reliability and quality of IT services. By understanding its importance, implementing a structured process, and adopting standardisation, organisations can effectively manage incidents, minimise downtime, and enhance customer satisfaction. Investing in the right incident management software further supports these efforts, ensuring that businesses remain resilient in the face of IT disruptions. AI in customer service can further enhance your efficiency and responsiveness. By investing in robust processes and tools, your organisation can build resilience and a foundation for long-term success.