There is one thing to keep in mind with « Incidents Managements » : it is meant to “manage” incidents, not to solve them. I guess that’s why it is not called “Incidents Resolution”…
Thus, often, “Incident Managing” means “passing through the hot potato while keepin’ the head barely out of the water”.
To add some fun, “Incident Management” tends to be rigidly organised by strict procedures, regularly audited by ISO Inquisitors. They are meant to prevent chaos, erratic processing of the information, bypassing by friend of the friend of the friend, multiple resolutions of a single incident, loopholes and so on… Some people even say that procedures could, to some extent, in some cases, improve efficiency and help to perform some good work. Well… Some parts of some legends are sometimes true.
Procedures are both a sword and a shield for the IT Production. We can hide behind them, to weather the wrath of unhappy users, and we can use them to our profit, to slaughter the other levels of IT support, if they do not comply with (which is more important than to solve the incident, since we don’t have an “Incident Solving”).
However, be careful: a procedure is sometimes a double-edged weapon, to be wielded with some caution.
And remember one of the golden rules of Incident Management: MIND YOUR OWN BUSINESS !
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