Incident Management Team
When technology fails us, and it will, it is critical that the most impactful types of failures are handled swiftly so everyone can get back to work. But what constitutes this level of failure? How can you be confident your IT provider is capable and resourced effectively to handle them? What’s the expectation on turn around? Is it normal for something to fail more than once? These concerns are answered when your IT provider has a clearly defined Incident Management policy.
Incidents are events that interrupt the normal course of IT service. As such, incidents need to be handled through an accelerated resolution path to recover services as quickly as possible. The MBC Incident Management process is responsible for ensuring incidents are handled promptly and effectively, while attempting to anticipate future incidents based on service and device history. The objective of the Incident Management process is to restore service as fast as possible, not necessarily permanently solve the “root-cause” of the incident, which is handled by MBC’s Problem Management process. As a result, it is not uncommon for the Expert Service Desk to initiate a temporary fix or “work around” in an effort to get users back online. In these cases, a Problem Record is opened to track the root cause analysis and permanent resolution of the problem.
The Incident Management process relies in part on the Network Monitoring Systems to report on the status and health of the devices and systems that support your business. Incidents are prioritized based on pre-defined severity levels within the Service Level Agreement (SLA).