Service Management - Learning Log 1

Learning Log 1

Incident Management – Every Organization Should Have In Place

I have been to different financial institutions under our (BSP) supervision and most of them have what they call incident management framework/processes and procedures, but only then, in one of our discussions in Service Management, made me truly understand the basic concepts of incident management. Having learned it, poses me challenges that I should be able evaluate the processes and procedures every organizations we visited and be able to recommend improvements in order to provide value to their organization.

For most organization in the Philippines, I noted that most of them are far behind how foreign companies especially BPO’s able to manage not only incidents but the total IT Service Delivery Management System (ITSMS). Not because, they are not aware of but probably on the type of structure they have. Per observation, most banks face different challenges in managing incidents because of diverse groups of employees, spread of branches in terms geographic location wherein online resolution is oftentimes not possible and problems in terms of integrating various legacy and third party vendor systems/applications. Also, most of the banks IT help desk lack knowledge base, they only logged reported incidents by issuing ticket number and assigned to appropriate IT unit.  Knowledge base will help ensure that the 1^st line of defense may have technical know-how to address the issue on the onset not waiting to the assigned IT unit to address, which oftentimes, would take a while.

Thus, management is challenged to implement to understand incident management to reduce or even eliminate and lessen the effects of actual or potential disturbance in IT services. This can only happen by implementing appropriate incident management process to ensure that timely resolution of incident may be achieved then accordingly it will improve productivity, meet targeted SLA and consequently the good impact will be reflected the organization’s bottom line.