Incident Management is a key component to the success of your business. When it comes to incident management, the best defense is a good offense. In order to reduce mitigation and risk, a well-structured incident management plan should be prepared.
We recently did an incident management program survey, from the survey; there emerged a decidedly mixed picture of the industry’s use of ICS. While much progress has been made, a significant number of companies never use an incident management program or use it only sporadically. And among those companies that have adopted ICS or are moving toward it, significant obstacles remain, as open text responses to the question “what is the single biggest challenge you face with ICS” demonstrate.
Answers to that key question yielded six areas in which companies find an incident management program particularly challenging:
- Training: ICS requires a new way to think about business operations, requiring people to take time out of their busy schedules to learn about ICS and train on it and to keep that training up to date.
- Reversion to non-ICS operations: Even though companies adopt ICS and train on it, people often revert to the normal day-to-day way doing things when an incident occurs. One respondent indicated though his company has implemented ICS, senior management tends to take over during an event.
- Cost: Companies are expected to implement an incident management program but they fail to budget for it, yet this relatively small investment could help them avoid the enormous costs of sub-optimal incident response year after year – a business case that champions of ICS learn how to build.
- Communication: Many respondents indicate that during an incident they lack adequate communication with the field or people they don’t normally work with, pointing up the need for technology-enabled systems that provide fast and effective communication both internally and externally.
- Technology: As with communication, many companies appear to need a technology solution to help guide them through the incident management program process. It should be easy to use, providing appropriate prompts during the process, and it should be widely distributed in the company.
- Damage Assessment: Though quickly getting an accurate big-picture assessment of what has happened is critical for making smart decisions, a number of respondents say it can be challenging – a challenge that can be compounded inadequate communication.
You need to be able to detect an incident even before the customer spots it. Whether it’s a minor or major issue, being able to anticipate and identify the issue before the customer spots the issue, will help you provide great customer service and stay on top of things.
Also remember you need to monitor your resolution to make sure it is fail-safe and that everything is working perfectly. Follow up is incredibly important to your customer service success. Call the customer and make sure everything is working okay, ask if they need any assistance or have any questions at the moment.
All of these different steps will help your business gather necessary data and help you determine what’s working and what isn’t. Effective Incident Management helps your business improve and provide excellent service.
Do you currently use an Incident Command System or have an Incident Management Plan in place? Please share how it helped your business mitigate risk, below.