Itil Incident Management Best Practices
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Of course, I could have included other things - for instance related to people or the use of automation. But what best practice do you think I should definitely add to my list? Please let me know in the comments. In Stephen's next blog, he'll talk about the ITIL Service Lifecycle and what happened to this essential part of ITIL v3 in ITIL 4. Subscribe to our blog to be sure you don't miss it. Illustration by Danique den Hartog.
5 ITIL incident management best practices
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Think about the following questions: When did you set the targets? (Perhaps it was when the IT service desk was first set up, way back when? ) Did your key stakeholders agree on and influence the targets? When did you last refresh the targets in light of changes in business demands, technology, and employee expectations? You need to understand how well your targets are meeting the needs of your business. For example, how does dealing with incidents communicated via email within 24 hours help the business? And, thinking about this through a value lens: does the delay in resolving an issue cost your organization more than if additional IT resources had been used to ensure a quicker resolution? The only way to tell is to ask the people you're delivering your services to: your employees and potentially your external customers as well. Of course, any changes in your targets can only be delivered within the constraints of your IT service desk's available resources. 3. Reconsider your current ITIL incident management metrics in the context of value Logically speaking, this should have come before the second best practice.