{"id":5871,"date":"2016-05-10T18:48:55","date_gmt":"2016-05-10T18:48:55","guid":{"rendered":"https:\/\/multiacademstg.wpengine.com\/20000academy\/?p=5871"},"modified":"2024-12-12T18:41:19","modified_gmt":"2024-12-12T18:41:19","slug":"5-biggest-challenges-while-setting-up-the-incident-management-process","status":"publish","type":"post","link":"https:\/\/advisera.com\/20000academy\/blog\/2016\/05\/10\/5-biggest-challenges-while-setting-up-the-incident-management-process\/","title":{"rendered":"5 biggest challenges while setting up the Incident Management process"},"content":{"rendered":"

Incident management is always \u201chot stuff\u201d in IT Service Management (ITSM). While reading ITIL<\/a>\u00a0literature you will notice many elements that need to be considered. But, one of the fundamental issues (not emphasized enough) is \u2013 to make a good start, i.e., successfully implement the incident management process.<\/p>\n

Incident management is the most \u201clively\u201d process among all ITIL-recommended processes. It deals with difficulties or errors users face on (usually) a daily basis. That puts even higher pressure on the process implementation. That\u2019s why it is important to start well.<\/p>\n

5 biggest challenges<\/strong><\/h2>\n

Let\u2019s be honest \u2013 there are many issues that arise while setting up a process. While being in contact with many different organizations I\u2019ve chosen five most common challenges that arise while setting up the incident management process:<\/p>\n

Organizational complexity<\/strong> \u2013 there is no \u201cone size fits all\u201d solution. What I want to say is that every organization is different. So are the management of the organization, relationship between organizational units, technology in place, etc. As an organization grows, complexity of the processes is increasing, too. To minimize the impact of those factors, managed incident management process implementation is necessary. Meaning \u2013 opposite of ad-hoc implementation like \u201cWe need to do something, and we need to do it immediately.\u201d You would wonder how many organizations are doing exactly that. Further on, I found quite often that the trigger for the incident management process implementation is \u2013 a serious incident, resulting in huge service outage or service loss. Don\u2019t wait for that \u2013 it\u2019s too late. Think one (if possible \u2013 two) step ahead and be in front of potential pitfalls (i.e., situations when incidents with significant impact already took place).
\n

<\/div>