It\u2019s hard to live and work with top management. Either they are in a good mood and willing to discuss every topic, or you had better avoid any communication. From my experience, you should invest more effort in preparing for the meeting with them. And, believe me, that\u2019s not an easy job.<\/p>\n
OK, you are starting implementation of the Incident Management process<\/a>, ITIL<\/a> is your chosen approach, and the meeting is scheduled. What do you tell them, how do you get their buy-in, how do you \u201cget them on board\u201d? Or, put it the other way around \u2013 What is the language they don\u2019t understand, i.e., what should you avoid? Avoid explaining details and using highly technical vocabulary. Keep it simple and explain the benefits.<\/p>\n Actually, benefits are what they are mostly interested in \u2013 what the implementation brings. So, let\u2019s try to explain the benefits of implementing the Incident Management process<\/a>.<\/p>\n No one is immune to the hard facts \u2013 something that you can see, like numbers, documents, reports, etc. Following that approach, your life will be much easier if you can show something tangible to your management:<\/p>\n SLA requirements<\/strong> \u2013 They can be confirmed by measurements. If you have, for example, defined in your SLA<\/a>\u00a0that incidents of priority level 3 should be resolved in 12 hours, then, at the end of the month you will have to prove that this was done. Otherwise, the customer can have the right to charge you penalties. And I\u2019m sure that no one likes that. By having a managed Incident Management process, your chances of meeting SLA<\/a> requirements are much higher compared to having an Incident Management process that is chaotic.<\/p>\n Customer satisfaction<\/strong> \u2013 This is proportional to the efficiency of the Incident Management process. I agree,\u00a0customer satisfaction<\/a> can be just their feeling or how they perceive you, but customer satisfaction could be measured in many different ways. Unsatisfied customers might pay their bills, but certainly not for long. The efficiency of your process and the organization behind Incident Management is continually monitored and measured by your customer. And, yes, they are the ones who will have the final word about your efficiency. And, keep in mind that customers pay your bills.<\/p>\n Financial costs<\/strong> \u2013 Every incident costs some money on both sides, customers as well as internal. This means that, once the incident exists, customers have to interrupt their work or degrade their efficiency. And that costs money. But, you can measure (or calculate, in this case) how much time you spent on an incident. Compare costs in managed and unmanaged Incident management processes, and there you have your savings.Tangible benefits \u2013 It\u2019s easier to understand<\/h2>\n
\n