Incident Management

An incident is an unplanned interruption to customers who are using a service.

“Incident management is a process for logging, recording and resolving the incidents as quickly as possible to restore the business process or service back to normal.”

• An important part of the job is also to contribute by mitigating an incident in the delivery of the services and products.

To manage incidents, take responsibility for the entire product.

Incidents can be less frequent when everyone is aware of what others are working on.

These incidents cause major interruptions. Incidents becomes a high priority to resolve this quickly. Hence, quick thinking is necessary. Furthermore, the proposed fix should be clean and robust so as to unblock the customers and partners.

Incident often teach about the importance of the nitty-gritty of things, so you can understand things in depth. 

Often the incidents reveal bigger problems.

What does the product / service lack?

What problems should be solved in the future?