From the course: Putting ITIL® into Practice: Incident Management
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Incident reduction steps
From the course: Putting ITIL® into Practice: Incident Management
Incident reduction steps
- [Instructor] The steps in incident reduction are: Pick a facilitator, team and tools. Analyze incident trends. Pinpoint root causes. Identify potential targeted fixes. Choose actions and set a review date. Plan stakeholder communication. Communicate findings to stakeholders. Take action and track progress. Review progress and adjust as needed, and share updates and lessons learned. Every great process needs clear ownership. Get started with incident reduction by picking a facilitator who can guide discussions and keep things moving. Gather a team with the right mix of technical and business expertise, and don't forget about the tools and data, including your ticketing system, analytics dashboard and collaboration platform. The right setup makes all the difference. Before you can reduce incidents, you need to spot the patterns. Look at historical data to see where the most recurring issues happen. Are there specific systems, times, or triggers that stand out? This step helps you…
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