Right from setup, timely incident management needs to be structured in line with your organisation. Do you report by area/section/site/state/country/region? The foundations of an effective incident report system start with structure.
Correct structure allows for the following processes to be implemented successfully:
- Assign Actions – that automatically let users know of an action and details.
- Escalate actions – what happens if a manager is away or hasn’t got the capacity to complete the action?
- System alerts – how often and when. Too many alerts just creates “noise.”
- Statistics by the above categories – in line with the company structure.
- Graphs and charts by the above categories – need to be available 24/7 with no downtime.
- Monthly reports – provides current (not lagging) reports by the company’s structure.
- Leading indicators – with the base set, further investigational reporting is computed automatically and provide to managers.
- Forecasting – the next step is looking forward instead of reporting retrospectively.
- Risk management – ties into this structure and needs to be intuitive. For more information on risk management view the articles.
Of course the real world changes and this structure needs to be able to modified. It’s best practice to allow organisations to update these structures internally, instead of waiting for a third party provider.