What is incident management?

At it’s core, incident management refers to the tasks and activities that a company identifies, analyzes and ultimately corrects, if they are determined to be hazardous. In most well-structured companies, incidents are commonly handled by an incident management team (IMT), Incident Command System (ICS) or an Incident Response Team (IRT). If a given incident isn’t dealt with properly with something such as a Remedy incident management system, business operations can be drastically disrupted, information security risked, and worst yet, customer’s experiences could be affected or brought to a screeching halt. The longer an incident is not managed properly, the more wide-spread the damage can become and be escalated to a crisis. Preventing the same incident from happening again is another key component of incident management that can not be forgotten.

Incident management systems software

The idea of having a tool like Remedy incident management system is to collect the incident report data that is often times time sensitive, in an organized, reliable and consistent way. A tool like that can most times also collect data in real time, allowing for each event and piece of data to be time stamped with the time and date it occurred. It will also automate the sending of notifications, escalate tasks and alerts to the appropriate people in your organization and even help prioritize the task or event, among other more customized criteria. Analysis reports are another feature of your incident management systems software that you will want to see if your prospective tool has. You can also cater your incident management tool to your specific industry, depending on your needs, while others can be used across many industries, such as the Remedy incident management system too.

Incident management system stages

The first state of a tool such as Remedy incident management system, is the identification and

recording. The idea of this state is to reliably record and acknowledge any disruptions to services provided by IT to it’s end users, often times the company’s customers. The next step in the process is to investigate and diagnose the incident. You can best do this by gathering and search all existing information to identify that possible solution to the incident or pattern of events. After an ultimate resolution is reached and recovery has taken place, the last step is closing the incident. Typically, the end user (customer) has about 10 days to respond to your notification of resolution if they for some reason are not satisfied with your outcome. Taking it a step further, after 10 days, the status of the incident will automatically change to Closed.

The Remedy Incident difference

The Remedy incident management system tool gives it’s users a competitive advantage for a number of reasons. First and foremost, it automates incident management processes which reduce the number of incidents seen, improves resolution durations and takes steps to reduce if not completely prevent future incidents of the same nature from happening again. It also gives the ultimate visibility into the critical connections between IT and business that are otherwise hard to keep track of. This along with other internal features allow for direct visibility into business infrastructure to help you prioritize what is and what isn’t important for your company’s strategic goals. Through ITIL CMDB visibility, minimal downtime thanks to root cause analysis features built in and the variety of intake options, your IT operations staff will be running more efficiently than ever. As with any software you are considering, you should consider obtaining a free trial version of the software to see if it’s one you can learn quickly and use immediately.

RightITnow ECM tightly integrated with Remedy

RightITnow ECM is a Web 2.0 Manager of Managers (MoM) solution providing multi-source event correlation software, optimizing IT Operations processes and supporting predictable SLA-based services.
RightITnow ECM dramatically simplifies the management of IT operations by:

• Streamlining the volume of IT events coming from multiple sources such as Solarwinds, MS SCOM 2012/2016, Nagios, VMware, Syslog, SNMP Traps and more.
  build your own event Connector using our REST API
• Displaying Operational and Historical Dashboards with a comprehensive view of your Data center Health and your staff workload.
• Providing Extensive workflow options to match your IT business practices
• Bridging the gap between IT operations and the service helpdesk offering tight integration with ServiceNow, Zendesk, BMC Remedy, JIRA, Salesforce Service Cloud, ManageEngine and more.

Using event, entity and topology collection; correlation rules; and a library of configurable internal and external actions, RightITnow ECM makes it easy to automate IT operations processes. For example, with RightITnow ECM you can automatically escalate certain alerts to Remedy for incident (trouble ticket) creation. RightITnow ECM can be configured for closed-loop removal of alerts when linked incidents or trouble tickets are ‘closed’ in Remedy. RightITnow ECM’s bi-directional automation of the event-to-alert-to-incident process plays a key role in optimizing IT operations and streamlining costs.