Writing good code and developing good software is just one part of the story. The software solutions should also be resilience in terms of security, safety, and other such attributes. The code might have been written quite brilliantly but it has to be integrated with the overall IT systems of firms and this is where problems and conflicts could arise. There is often a conflict of interest between IT operations teams and the end-users who often work in independent silos. There is, therefore, a need to put in place the right incident management systems and that is very specialized software solutions that could come into play. Though it is a relatively new concept, it certainly has some useful things to it that cannot be ignored. Let us learn more about the growing importance of incident management and why it should be there for every organization big and small.
Five Steps to Keep in Mind
When it comes to incident management, it is generally broken down into five major steps, detection followed by a response. Once the response has been completed the next step is to go in for remediation followed by analysis and readiness. It does not matter how your team, hardware of software is set up. Every incident follows the above steps. However, as IT operations and software development have changed with time, the days of traditional ticketing systems are service desks are being replaced by more advanced systems. Therefore it is important to keep these five things in mind when going in for incident management.
How it Helps
When you have agile and flexible incident management systems it helps to have the right balance between security and risk. Further, the service reliable and development speed also increases quite a bit. However, it requires regular integration of security and reliability and ensures that the workflows move smoothly. When this happens, you will be able to deliver resilience services and applications.
Effective management of the incident lifecycle is possible only when there is the perfect integration of IT monitoring following by alerting. It also calls for having the right communication tools and also detailed incident reports that could help people to know more about things post-incidents. All these should be available in a centralized dashboard. This makes it possible for different people belonging to different disciplines to access the alert information. It is uniform across the board. It could help in finding out if a specific incident is impacting multiple parts of the system. There is no doubt that when you have powerful incident management software, it will help in the best of incident tracking and management. At the same time, it will also help the various stakeholders to stay connected to the ticket management software.
Pinpointing of Issues
When you have in place the right incident management solutions, over a while, you will be able to find out where exactly you are. You will be able to pinpoint the main areas where issues are taking place. It could be anything starting from the maintenance of simple web applications to complex and difficult microservices.