This post is to tie together all of my previous posts about Incident Management that have appeared over the past month or so.
One of the things I really like about the idea of a blog is its somewhat informal nature and the expectation it’s content may be a little eclectic at times. One of it’s disadvantages is that it can be difficult to follow a ‘thread’ of articles over time - hence wrap-up posts like this are useful in some cases.
I started off in January with this topic: Introducing Incident Management, which offered a definition and talked about the concepts of Ownership and Assignment.
Next I posted about The Incident Life Cycle – which pretty much did what it said in the title. It defined and explained the major steps in the Life Cycle, and talked about the ‘workflow position’ with a few examples of how to find and use that in the Serio tool.
I then went on to blog about Escalation in Incident Management. This post talked about Escalation – a term that means different things to different people, and offered some examples.
I followed this by talking about Success Factors in Incident Management and listed some things to help you develop a better Incident Management process – things like culture, and giving yourself some attainable objectives in the opening month.
Next up: Major Incidents. Really this is worth quite a few articles, but I included it here because it seems to be something that seems ‘mysterious’ to some people. I defined a Major Incident, and suggested a (by no means) comprehensive list of things that might be part of a Major Incident process – to give those who had asked about such a thing an idea of where to start.
This was followed by an article on Key Performance Indicators for Incident Management. The idea here was to help with the reporting and metrics side of things – again with those getting started and having to do this for the first time.
My colleague and blog Robin to my Batman :-) posted in this post and also here about some reports in Serio that could be used in Incident reporting. These articles were detailed and told you where to locate the reports – so as to remove any confusion at all. All you need to do is draw conclusions and make recommendations for improvement based on the data you see.
Finally, we all need to develop good habits – so I posted some.
A PS blog post was added after a commentator’s question about quality. Phew.