Whether it concerns healthcare, education, the financial sector, retail or the non-profit sector: registering, managing and solving incidents is becoming increasingly important within every industry. For example, technology incidents can cause the IT landscape, which is the backbone of most companies in an age where we do almost everything digitally, not functioning properly. This often leads to lost revenue or dissatisfied customers. And security incidents such as data breaches or ransomware attacks saddle many companies with hefty fines and significant reputational damage if not handled properly.
Do you want to get a grip on incidents within your organization, so that your business continuity, business and strategic objectives are not endangered? Then proper incident management offers a solution. But what is it and what does it yield? Read on to find out.
What is Incident Management?
Incident management involves identifying, recording, analyzing and rectifying incidents with the aim of preventing them from occurring again in the future. Incident management can focus on a wide and diverse range of incidents. Think, for example, of performance problems of your equipment or incidents in the field of IT security, but also, for example, industrial accidents or the loss of important data.
Proper incident management identifies potential risk factors (for example, the adoption of a new product or the outsourcing of services to a new party) and provides the necessary data to tackle risks or incidents. In addition, it is a trigger for embedding more detailed risk analyzes in daily business practice.
Why organizations need to manage incidents
A good incident management process gives organizations insight into things that go wrong. Thanks to this insight, you can discover and recognize ‘root causes’ and a common thread within incidents. This knowledge makes it easier to take targeted measures that prevent similar problems in the future.
A ‘learning’ organization is created that, thanks to advancing insight, can respond better to future incidents. You prevent problems from occurring again. Regularly recurring incidents are often a signal that something is structurally wrong within an organization.
What does incident management deliver?
But what does incident management actually deliver to organizations? An overview of the benefits.
- The structural registration of incidents leads to a better insight into and stricter control of incidents and the underlying causes.
- Good incident management involves employees in the safety policy. More eyes see more, so structural safety awareness becomes embedded in the DNA of an organization.
- You gain more insight into concrete solutions for frequently occurring incidents.
- Good incident management ensures that an organization is more in control and learns from mistakes and incidents. This leads to efficiency gains, more job satisfaction and cost savings.
The principles of good incident management
But how do you shape good incident management? The tips and tricks below help to shape the process both at management level and in the workplace.
Governance and organization
Create a clear organizational structure with clear roles and responsibilities for employees. Think, for example, of putting together permanent teams that deal with incidents (incident report teams and incident management teams), but also of setting up a central environment where you collect all information about incidents. It also helps to classify incidents. For example, consider categories such as IT problems, security, compliance or theft.
Incident management only works if you can make employees within the organization enthusiastic about the way of working. Make clear how they benefit from incident management and how they identify risks at an early stage. This creates a learning culture in which good incident management becomes second nature.
The right technology and documentation
Incident management becomes a lot easier with the right digital technology, tools and documentation. For example, AI software and good data analysis tools help you to discover (historical) patterns that provide useful information about the root causes of regularly recurring incidents. By studying and interpreting this data, it is much easier to prevent problems in the future.
Working on incident management? INTERMEDIATE helps you further
Incident management helps you to get to the heart of frequently occurring incidents. The result? You recognize them earlier, limit their impact and prevent them from coming back like a boomerang in the future.
Are you looking for a specialist who can guide you through the challenging landscape of incident management? Then you have come to the right place at INTERMEDIATE. Our network houses various interim professionals who are specialized in risk- and incident management. They can help identify and assess incidents that threaten your organization. Moreover, they implement the right measures, so that you manage risks in an effective way. Curious about the possibilities? Please feel free to contact us!