It doesn’t hurt to refer to the basics. In the recent past, everyone was surprised at some company’s confusion about the incident management process. This is the reason why we might consider looking at the piece below for more information. You need a process for a successful incident management system. A process is a repeatable sequence of procedures and steps. Four brand categories are associated with such a process including detection, diagnosis, recovery, and repair.
There are different tools to be used to identify a problem. Infrastructure monitoring tools, for instance, help in the identification of specific issues such as memory, disk space, and CPU. The end-user tools can mimic user behavior. These tools have the capability to facilitate service availability as well as response times. The domain-specific tools enable problem detection within the specific applications and environments such as the ERP systems and database.
On the contrary, there are unknown problems that can be detected that can be reported by unknown behavior or the unknown infrastructure. The only disadvantage that comes with problem detection is that it happens late. Moreover, you can be led to a wrong signal using this detection significance.
This is the stage where you try to figure out the probable source of the problem as well as how it can be fixed. This is the stage that includes escalation and investigation. One of the most difficult processes and parts of the incident management process is the investigation. Some people argue that 80 percent of the time is spent on research when solving problems with information technology. Using the run book procedures with straightforward problems will be helpful. This is because they tend to run the problems methodically.
This is the stage when you want to fix the problem you have identified from the steps above. However, you may work to involve some gradual steps for the problem. This is the process where you involve the workaround or a temporary fix to ensure the service is brought back again. The incident repair management (https://www.pagerduty.com/why-pagerduty/developers/) ensures you work towards the development of the instinctive measures. It may also involve a complex code change, hardware replacement, or service restart. It doesn’t mean that the issue will be prevented from reoccurring the net time with this procedure. Straightforward repairs, in this case, can be automated.
There are two phases of the recovery stage. They include prevention and closure. When we talk about closure, we mean that handling any previous notification sent to the users about the escalation alerts as well as the problem is in the notification center. The closure also means that the problem is closed for the system to come back again normal. The prevention process means that you don’t want the same incident to occur again. Therefore, you will prevent its re-occurrence at a later stage in life.
In the end, incident reports do not prevent the problem from taking place. However, they allow you to learn and work towards improving the incident management process.