Major incident management is all about aligning IT and business. But where does this alignment originate? Before any plan is created, it’s important to take the time to define what a “major incident” is for your company and which factors influence that decision. In other words, how bad is bad? This is a case for what is known as incident classification.
Incident classification exists in order to provide better initial support. Initial support may mean analysis, assessment, and completely vanquishing the problem if necessary. Evaluating the environment and considering the following key factors will help determine incident management parameters and hierarchy.
Length of the Outage
The length of power, technology, or service outages not only affects a business’s day-to-day operations but can pose serious safety concerns. Whether this occurs over minutes, days, or weeks, it is imperative to offset the incident time with a strong reaction time. Ensuring an incident prevention team has a realistic target reaction time is key to valuable action.
Customer and/or Employee Impact
Direct impact on customers and employees is an absolute reason for plan implementation. Verifying incident prevention tactics with your employees and receiving their feedback can help procedures go more smoothly and unite the company under one safety goal.
Once the company and its employees are unified, everyone’s role in protecting customers becomes clear; the best defense is a good offense.
Executive Management Becomes Involved
If upper management is somehow afflicted or formally inserts themselves in a given situation, its importance should never be underestimated.
Number of Calls to the Call Center
How many times has this incident been reported? Monitoring the number of calls regarding a particular situation to your company’s call center or customer service line can justify incident prevention measures.
Performance Threshold is Surpassed
Performance thresholds vary depending on the type of organization, but the concept is the same: what is the bare minimum acceptable or maximum allowable level of service before it becomes hazardous? Think of an elevator: what is the maximum weight it can carry before becoming inoperable?
On the other side, reaching the bare minimum harnesses just as much negative potential energy. Failure to meet quality standards could put the health and safety of customers and/or employees at risk. Accidents do happen, but by staying notified and keeping an accurate record of performance threshold variation offers peace of mind.
Valor Systems’ product offering starts with minimal location data and extends through the entire process for a more comprehensive plan. Contact us to learn more and get started with incident management today!