Incident Management
12 articles on Incident Management, newest first.
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Leading Service Desk Practices
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Team Leader Responsibilities
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Service Desk Performance Measurement
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The ‘Shift Left’ Practice
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The Service Desk as the Eyes and Ears of the Organisation
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Incident Management as Service Restoration
Incident management exists to restore normal service and minimise business impact, not to complete administrative records.
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Maintaining Ownership Through the Incident Lifecycle
Visible ownership ensures coordination, communication and follow-through even when investigation moves between specialist groups.
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Logging Incidents for Action and Learning
Good incident records capture enough structured and narrative information to restore service, communicate effectively and support later analysis.
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Prioritising Incidents by Impact and Urgency
Priority should reflect business impact and time sensitivity through agreed rules, not status, seniority or pressure alone.
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Managing Major Incidents as Business Events
Major incidents require rapid authority, coordinated technical work, business communication and explicit decisions about risk and recovery.
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Incident Prevention Versus Incident Fix
Why proactive operation is harder than it sounds, the four barriers that hold teams back, and how to make the shift from fixing to preventing.
The £366 Million Incident: What Downtime Really Costs
In 2018, TSB moved its customers off the Lloyds Banking Group systems and onto a new platform of its own. On switchover, the new system promptly crashed. By the time the dust settled, the bill had reached £366 million. That included around £130 million in customer compensation, £49 million in fraud and operational losses, £122 million spent fixing the technology, and £34 million in lost income from waived fees. Some 80,000 customers switched their accounts away, against 50,000 the year before.