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—Repeatable and Sustainable Excellence
Incident Management
Service disruptions happen. Successful Incident Management depends on how quickly service is restored and what you learn from the incident. Effective IM is key to customer satisfaction and business success. Inforonics' staff, infrastructure, and ITIL®-based process with continual service improvement gives our clients the confidence they need to send all their alarms and alerts to us, knowing that we'll manage them using best practices, two-way communication, and accountability based on our clients' desired business outcomes.
If you're relying on customers to notify Support that something is wrong, you're not "managing" incidents. You're letting incidents manage you. When you outsource incident management to Inforonics, we focus, first, on IM's primary goal: to restore service as quickly as possible. Then, with continual service improvement (CSI), you can refocus your internal staff and infrastructure on engineering and marketing.
Inforonics helps you ensure the best possible levels of service quality and availability around the clock by:
- Mitigating staff risk and turnover
- Providing experience based root cause analysis
- Reducing incident management costs through our shared resources
- Providing visibility to KPI's for service improvement
- Utilizing US based operations staff
- Improved change and release management processes
- Supporting problem management and problem CI identification
The Inforonics Difference
Inforonics serves as the critical central point of contact between the customer, monitoring activities, and the IT organization. By processing incidents, problems, and inquiries, Inforonics incident support representatives help our clients spot trends in issue reporting, allowing for proactive incident management, limiting the adverse impact incidents have to your business.
The Inforonics Approach
Inforonics' approach to every engagement is guided by ITIL® v3 best practice guidelines and considers requirements and outcomes of all stages of the entire Service Lifecycle. Both the client and Inforonics are actively involved in strategy and design to determine inputs and outputs, create work instructions that guide actions in response to alerts, and manage quality controls and continual service improvement (CSI)
Customized Multi-Level Tiered Support: Incident management response relies on varying skill levels as driven by the necessary skills and expertise required to handle an incident. Our tried and true implementation practices insure the necessary steps to diagnose and resolve incidents are clearly documented and associated with the right alerts or situations. The first level staff responds to the incidents by executing these scripted steps. This staff owns the incident until closure, insuring escalation occurs per the instructions should they need additional support. Inforonics can handle Tier 1 through Tier 3 support depending on the situation, training and systems availability.
Remediation and Escalation: Consistency to remediation, whether it is known errors or work around, is the foundation to success. The workflow is monitored and measured for optimal effectiveness and adjusted based on change and release management processes. Associated with each workflow is the escalation path to take, when to take it, how to manage it, and what service level or operating level agreements to follow.
Event and Defect Categorization: Categorization provides the necessary intelligence to tune incident management support problem recognition, drive overall prioritization and deliver information to focus IT efforts. Delivering the framework for Event Management helps create repeatable, non-redundant event handling with clear instructions, escalation and ownership.
Escalation and Priority Management: Events are prioritized as they happen based on severity and impact. If the incident cannot be resolved by the associated script, or a script does not exist, the incident must be escalated according to clear instruction. Our systems enforce consistent handling and reporting of these incidents.
Off-Hour and Weekend Support: Inforonics is 24x7 operations. Many companies are expanding geographically requiring extended incident management capabilities. The cost to build and maintain 24x7 operations is large. Our Incident Management staff is already 24x7. Our shared staffing models insure you receive the necessary support and quality as you need it. Staff replacement is an inherent risk that we mitigate through extended staff training so that we can cover situations as they occur without impacting service level agreements or cost.
- Use our monitoring dashboard tools or leverage your own
- Off-hours & weekends, business hours, or full 24/7
- Capture and leverage knowledge of past incidents
- Associate run-book processes with each alert
- Remediation, Resolution, Escalation
- Event & Defect Categorization
- Escalation & Priority Management
- Mutually agreed to control, quality & reporting
- Weekly quality meetings
- Delivered as a Service
- Reduce MTTR
- Increase Availability
- Improve Performance and AHT
- Escalate to the right resources the first time
- Reduce Monthly Costs
- Handle more incidents at Level 1
- Build In Efficiencies – up front
- Anticipate the unexpected
- Measure Success & Value
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Provide everything you need for operational support and a sustainable world class platform for your business services.
Incident:
An unplanned interruption to an IT Service.
Incident Management:
The process of managing incidents.
Primary Goal:
Restore normal service as quickly as possible.
