Why Incident Management Is Important

When something goes wrong, team members must respond quickly and efficiently to restore service because the cost of an incident can be severe. According to a study by Gartner, the average cost of downtime is $5,600 per minute, which equates to over $300,000 per hour depending on your company’s size, vertical, and business model. To meet these expectations, you must have a reliable, predictable, and effective Incident Management process with the right technologies to support it. That’s where we come in.

Schedule your 1:1 Incident Management Consultation

Benefits of Incident Management

A well-designed Incident Management process has many benefits:
  • Faster, predictable incident resolution
  • Reduced the loss of productivity and revenue
  • Improved ability to measure incident resolution
  • Lower call volumes with self-assist
  • Eliminate/reduce repeating incidents and near-misses
  • Automation and integration that decreases response time
  • Improved communication between team members
  • Clear accountability when incidents occur
  • A feedback loop that improves your system over time
  • Action-based reporting
The end result is a more effective Incident Management process with a productive, collaborative, and responsive services team that protects your bottom line.

Defining Your Incident Management

1. Detection

Let’s make sure proper monitoring and alerting to detect the incidents are in place so you know before customers your do.

2. Response

Once the team knows about the incident, we need to be sure everyone knows you're working on it. Let’s establish the channels of communication.

3. Recover

Time for the fix. Let’s make sure the proper teams are engaged and know their roles.

4. Learn

It’s great news that things are back online and though the emergency is over, let’s get accountability and knowledge documented.

5. Improve

Let's ensure a proper improvement and feedback process is in place to prevent the incident occurring again.

Atlassian Has the Tools You Need

To ensure repeatability and consistency, let’s work together to ensure the right technologies are in place. As an Atlassian Platinum Partner, we have the expertise with:
  • Icon of Jira Service Desk
    Jira Service Desk
  • Icon of Opsgenie
    Opsgenie
  • Icon of Statuspage
    Statuspage
  • Icon of Confluence
    Confluence
  • Icon of Jira Software
    Jira Software
When fully implemented, your Incident Management program will fully support all your business needs to address unexpected disruption in an effective and efficient manner. Though incidents happen, it shouldn’t be a scramble to restore services and minimize the impact.

Transform Your Organization's Incident Management Process

Here is how E7 Solutions works with you to improve your response to incidents.
Features Overview
Standard
Enhanced

Education on Incident Management

The first step is educating your team on the importance of incident management and why sticking to a standard process is important for your company and customers.

Existing Incident Management Assessment

We’re firm believers in starting from where you stand and helping you understand how to improve your current incident management process. Together, we'll examine every aspect of your current process. Together will review the processes and technologies associated with detection, response, recover, learning, and improvement as they relate to incident management.

Recommendations

Based on the assessment, we offer actionable recommendations to help you improve your process to eliminate downtime.

Implementation

After we agree on the best path forward, our implementation experts work with you to reshape your incident management processes. Not only will we make sure processes align with the plan, but we’ll implement the technologies as well. That includes integrations and automations as well so we can deliver a scalable, fast, and effective incident management process.

Post-Implementation

After implementation is complete, on-going administration, audits, and support will help fine-tune your incident management program and make sure you continue to receive the greatest value from your investment.

Schedule your 1:1 Incident Management Consultation