Agile organizations, multidisciplinary teams, a flexible mindset… Modern companies are doing everything they can to respond more quickly to the continuous flow of changes that are coming at them. Unfortunately, the focus is mainly on primary business processes. When it comes to solving complex division transcendent incidents, there is often a lack of a decisive, integrated approach.
Despite all the tools, plans and phone lists, it is very difficult in practice to nip in the bud incidents involving multiple stakeholders… That’s bad because when it comes to incidents, time is your main enemy. The longer it takes to resolve an incident, the greater the damage.
An example from practice
For example, I recently spoke to a facility manager who told me about a case of water damage from six months ago. It started with a small leak in the server room. The IT department found out because the moisture sensors went off and immediately took action. Such a leakage can cause a short circuit and once a server is wet, it often needs to be completely replaced. Of course you want to avoid that. Therefore, the incident manager contacted facility management directly. Then the ball started rolling:
- Facility Management contacted the third-party supplier responsible for the day-to-day management of the property.
- The external manager contacted the owner of the property.
- The owner of the property called in the installation company.
- The company went looking for someone who knew the property and the installation.
- The installer got in the car, drove to the property and shut off the main crane.
Precious time lost!
You get the way. Each step in the process took a lot of extra time because there was uncertainty about contacts, responsibility and appointments. Meanwhile, the water continued to trickle into the server room. When the tap was finally shut down, it was already evening. Much of the hardware had since been disconnected and temporarily moved. The remaining servers had suffered considerable water damage and eventually had to be replaced. A hefty damage item.
Don’t forget the communication
And that wasn’t all. Due to the problems, the employees were no longer able to log on to certain systems. It seemed a good idea to inform them by e-mail, so that they would not call the helpdesk en masse the next morning. But unfortunately… The party didn’t go ahead because there was no one available who could send an email to all the employees.
It could be different!
I hear stories like this a lot. In my work as An Agile product manager at Picasse, I constantly call for cross-department problems to be solved by multidisciplinary teams, but that rarely goes well. Incidents often run right through the entire organization. How do you ensure that your process is set up accordingly? So that the right people can act quickly when it comes down to it.
The central question is always: who do you alert, how do you communicate and how do you keep everyone involved informed? In nine out of ten organisations (of course outside the IT department) this is not well regulated.
This is evident from the incident with the flooded server room. ICT, Facility Management, Human Resources. All the departments involved had their things in order. With a perfect incident management process and state-of-the-art monitoring tools. The problem, however, was that the departments had not properly aligned their processes. The result: wet computers, malfunctions, stress, high costs….
What does an integrated approach look like?
It could be different! At Picasse, we have developed a solution that allows different teams and departments within an organization to communicate efficiently. By setting up an integral workflow for each type of incident, all relevant teams in the organization are connected and can act quickly and efficiently. What does that look like?
- The various incident management processes and (monitoring) systems in the organization are linked. This is not a heavy integration but for example a simple text message that is sent to our system.
- Depending on the type of incident, the system calls the available colleagues from the relevant departments via their mobile phone. If someone does not respond to the call, the next one is automatically called up.
- All those involved receive important documents (relevant checklists, phone lists, communication plans ed.) directly on their phone so that they have the right information.
- The available employees are immediately added to a telephone consultation so that they can coordinate together what needs to be done and who is going to do what.
Want to know more about our solution? I’d love to tell you all about it. Feel free to contact us.