Incident Management

CloudFence incident management is the practice of restoring services as quickly as possible after an incident. And it’s the main component of CloudFence service support.

Common incident management activities include:

• Detecting and recording incident details
• Matching incidents against known problems
• Resolving incidents as quickly as possible
• Prioritizing incidents in terms of impact and urgency
• Escalating incidents to other teams to ensure timely resolution

Over the years, we’ve come up with several best practices for Incident Management, that make implementing this process a breeze. Here are the five most important ones:

• Log everything: no matter how urgent an incident is, or how important the caller, register every incident in your organization’s ITSM tool.
• Fill in everything: at least fill in every mandatory field. This best practice can be particularly useful when making reports, and when processing incidents as efficiently as possible.
• Keep your categorizations tidy: clear out categories and subcategories that are rarely used in your ITSM tool. Also use options like ‘Other’ as little as possible.
• Maintain an up-to-speed team: ensure all your service desk employees are following the same troubleshooting procedures right from the offset.
• Log and use standard solutions: don’t reinvent the wheel time after time. Log effective procedures for incidents that sometimes reappear.