During the past two decades, the phrase “IT service management” (ITSM) has come to mean a lot more than it originally did.
While all of this is excellent progress, it’s worth remembering that this brave new world can’t be developed without robust ITSM underpinnings. It’s interesting revisiting these older principles to validate that we’re still using them as a foundation for our ITSM strategy, despite (or perhaps because of) the years of development we’ve made.
Because incidents still occur, yes, incident management is necessary.
The reliability of IT services is steadily improving. In addition to the fact that our lives (literally!) now depend on common IT services such as transportation, medical care, and justice, this is good. As long as there is a sound process in place for catching errors and fixing them, things can go wrong. There are several reasons why we should re-examine our present methods, tools, and technology in relation to the principles of incident management. In my opinion, those principles are: (1) dealing with the issue exactly once and (2) guaranteeing that people can ask inquiries without previously knowing the answer. Here’s how it is explained.
Take Care of Your Challenges Once and For All.
To avoid wasting time and resources, we should never leave a problem unattended or have numerous employees working on the same issue. That’s the underlying premise of the very first fundamental I’m bringing up in this context. It’s important to note that when an issue is discovered, two things should happen: First, the issue should be addressed by the service desk or by self-service and automation technology.
To put it simply, they’re preserved in a well-maintained system.
Details such as symptoms and location are compared to current errors, problems, and occurrences to see if there are any similarities. It’s only when a match is found that the two events are connected.
In the event that this is supplied properly, we won’t have any issues or several attempts to address the same underlying problem independently. That is, in other words:
Until a call is picked up and dealt with, it will remain in the system and be reported on.
Because recurrences are spotted and assigned to whoever is already dealing with the problem, there is no duplication.
At this level, we are able to:
• A promise to clients that their concerns will be addressed promptly and thoroughly.
• Assist in coping with several incidents with ease.
The act of enquiring without first requiring knowledge of the answers
Having a single point of contact who can address our issues and direct them to the appropriate resources is critical to effective incident management. As a result, it doesn’t leave it to the end-users to figure out what type of knowledge they’ll need in order to get back on their feet. In other words, they only need to realize that they have a problem. There is no need for users to categorize their difficulties themselves because the service desk and the incident process will take care of that for them. In addition, this is critical because most people have no idea how technology works.
There can be no efficient incident management approach without first-line support from the service desk automation. As a bonus, it’s in a great position to save unnecessary repetition of effort by matching new calls with previously documented ones. Instances that repeat themselves are identified and forwarded to the support workers who are already working on the investigation.
When a user calls that one point of contact, it is quickly determined what needs to be done and who should be responsible for it.
As with most ITSM practices, this is based on common sense and applied to the workplace. Think of going to the doctor as if you were arguing with yourself about what kind of medical specialist you need. A primary care physician is a common source of assistance for many people.
This logic is now more likely to be embedded into our software products and given via a self-service portal than it is to be discussed with the service desk every time.
Humans, Process, and Technology
One thing that hasn’t changed at all is the close relationship between the people (IT and customer people) as well as process, technology, and everything else that goes on in an organization. They all need to work. Despite the fact that technology is increasingly serving as a conduit, the proper questions and answers are still being provided by people.know more about this in our MIRAT Blog.
To put it another way, your contemporary integrated ITSM support tool and IT support help desk are available at Mirat.ai just to assist you. It’s easy to get distracted by the many innovative and eye-catching features, but that’s to be expected. It’s well worth your time and effort to double-check the essentials and make sure you’re still entering and preserving the minimum required information.
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