Incident Management Best Practices

Sliding Line

  • The client, a UK telecommunications company, was struggling with delays in triaging and resolving network and support system incidents, which led to customer dissatisfaction. Their existing Incident Management process lacked efficiency, and they were concerned that it didn’t align with industry best practices. Exevion Digital was engaged to assess their current process, identify gaps in comparison to ITIL Service Management standards, and provide recommendations to improve operational performance and enhance customer satisfaction.  

  • Exevion Digital applied its structured Service Management Maturity Assessment, conducting a two-week evaluation of the client’s Incident Management processes: 

    • Process Review: We reviewed existing documentation and compared it against ITIL best practices, interviewing service owners, support staff, and service desk teams to gain a comprehensive understanding of the current approach. 

    • Process Mapping: We mapped out the actual Incident Management process and overlaid it with the documented process, highlighting deviations, training opportunities, and areas where role clarity was needed. 

    • KPI Analysis: We reviewed and validated key Incident Management KPIs, tracing the data back to its source to ensure accuracy and relevance. 

    • Maturity Matrix: Using our Service Management maturity matrix, we scored key areas of the process and visualised these scores in a radar chart, clearly communicating strengths and areas for improvement. 

    • Stakeholder Validation: We collaborated with client stakeholders to validate our findings, identify root causes, and jointly agree on follow-up actions, ensuring full support for the remediation plan. 

    • Process Strengths and Gaps Identified: The engagement revealed both strengths and opportunities for improvement within the client’s Incident Management process. 

    • Actionable Plan: Our evidence-based findings and recommendations, validated with stakeholders, led to the creation of a targeted action plan aimed at reducing response and resolution times. 

    • Improved Customer Satisfaction: The agreed improvements were designed to enhance operational efficiency, ultimately improving incident handling and increasing customer satisfaction. 

  • By applying ITIL best practices and our Service Management maturity assessment, Exevion Digital helped the client improve their Incident Management process. Our structured approach and collaborative engagement resulted in a clear action plan to reduce response times and enhance customer satisfaction through more efficient incident handling. 

    For expert advice on optimising your service management processes, contact Exevion Digital to learn how we can assist with improving your operational efficiency.