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Effective and Efficient Incident Response – Rethinking the way YOU work!

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Silos are not uncommon, but when you silo the service desk from second and third-tier support staff, you likely have a recipe for pain. An ineffective incident response system within the organization is painful and disrupts the entire organization, especially the customers. We must shift the way we think and work to stabilize and improve the situation.

One organization felt that they had a grip on service desk and incident management, but they blamed the subject matter experts for breaches to Service Level Agreements. The blame game is always detrimental. Their process consisted of the service desk agents receiving the incident, performing the initial triage, and then forwarding it to the subject matter expert based on how they categorized the incident. Sound familiar?

Sometimes we pass tickets to and fro, get everybody and their brother involved, wait on email responses, and create chaos that frustrates every stakeholder. When this happens it is not uncommon for bouncing tickets to get dropped into the infamous black hole with no fix, no response, and no communication to the users.

This is toil on steroids and sadly not uncommon. From an end-user customer perspective, their opinion of the entire organization can be based on the lack of or bad service they receive at the service desk. Social media lights up and brand recognition is damaged all due to the ineffective incident response system. In come new ways of thinking and working.

Consider new techniques like “swarming”.  

Today, when there is a major incident, “all hands on deck”, all stakeholders are immediately contacted and use collaborative tools to very quickly (with humans and Artificial Intelligence) analyze the outage and determine which experts should take this on.

With swarming, once the ticket is resolved a blameless post-mortem is performed. This new way of doing work shatters the silos, creates a built-in synergy across the teams and a culture of "it's okay to fail". In order to change the way, we work we must change the way we think! What are your out of the box ideas to “rethink the way YOU work”?

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Unknown said…
been awhile since I dove into an ITIL pub, but did look at ITILv4 recently and saw this in 5.2.7 Monitoring and event management section....

"Figure 5.22 shows the contribution of monitoring and event management to the service value chain, with the practice being involved in all value chain activities EXCEPT PLAN:" ...

I admittedly have not had my nose in the ITIL pubs for awhile and so there may be other guidance that I'm missing or I may be a bit 'rusty' :) BUT...

unless the monitoring team is represented planning they will have NO HOPE of optimizing a portfolio of monitoring tools....seems to me if you're going to have a food-fight, you might as well have it sooner than later....allowing capacity and performance to dictate 'observability' without monitoring and event management's involvement doesn't feel right to me...

what am I missing?
ITSM_Lisa said…
Great Observation! I agree that there should be a "Plan" for every practice and that includes Monitoring and Event Management. There are plans at many levels including Strategic, Tactical and Operational. The text is not altogether clear, but my perspective is that it appears the diagram you are referring to is showing the relationship once an event is planned, configured, and instrumented for automation in the tool.

This looks to be the route that that event takes as it traverses through the Service Value Chain activities. Therefore this is the value chain journey of an individual type of "Event" rather than the "Plan" for the Monitoring and Event Management Practice.

Hope this helps.

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