Thoughts on Incident Management and Beyond
In today’s business, incident management has always been related to company’s structure for helping internal and external customers. How to handle service tickets? What is the service level on first tier IT problems? Who is “the person” responsible for documenting all of the problems, potential solutions and final outcomes? In a smaller company, we had “the guy”. With a few key strokes he could figure out and fix some of the most complex IT problems. He really didn’t write a lot down like software configurations or passwords. As one could imagine, this became a problem as the customers grew and needed help from more than one person. We started writing things down, keeping logs, tracking passwords on a whiteboard etc.