Have you ever found yourself in one of these situations?

• A client contacts you directly about a problem they are having with some application

• You notice that an application is misbehaving and fix it before anyone else even notices

• 

  You get an alert form a monitoring system that something is malfunctioning (or about to be)

If so, you have been participating in the incident management process – perhaps without even knowing it. To make sure that all our clients have a consistent experience in the future, the Service Excellence project is formalizing that process.

The good news: Everyone will have the ability to record incidents

The bad news: Everyone will have the ability to record incidents

The team’s goal is to make the new incident management process as easy to use as possible. The training we create will set a clear understanding of the steps to be followed and how an incident moves through the process in a predictable way.

“I don’t have time for that!” you say? While the ideal end state is that all incident management is handled by the Support Desk, we know that ideal does not equal ourreality. We all need to work to help our clientssee the value for them in the efficiency of having all incidents managed through the  experts in the Support Desk. But until the ideal becomes reality, we hope more and more IT staff members will work with the Support Desk to become the incident recording experts.

For our part, we will keep it as simple as possible using the process strategy and design approved by our leadership as a guide.

Join us in our focus groups to provide direct feedback or comment below!