How do you ensure the accuracy and consistency of your major incident data and dashboard?

1 Define your major incident criteria

The first step to ensure the accuracy and consistency of your major incident data and dashboard is to define your major incident criteria. Major incident criteria are the conditions that determine whether an incident qualifies as a major incident or not. They should be clear, measurable, and aligned with your business objectives and service level agreements (SLAs). For example, you might define a major incident as an incident that affects more than 50% of your customers, causes a revenue loss of more than $10,000 per hour, or violates a critical SLA. By defining your major incident criteria, you can ensure that you are capturing the right data and reporting on the most relevant incidents.

2 Establish your major incident metrics

The next step to ensure the accuracy and consistency of your major incident data and dashboard is to establish your major incident metrics. Major incident metrics are the indicators that measure the performance, quality, and effectiveness of your MIM process. They should be specific, measurable, achievable, relevant, and time-bound (SMART). For example, you might use metrics such as mean time to detect (MTTD), mean time to resolve (MTTR), customer satisfaction (CSAT), and incident recurrence rate. By establishing your major incident metrics, you can ensure that you are collecting the right data and evaluating the right outcomes.

3 Implement your major incident data collection and validation

The third step to ensure the accuracy and consistency of your major incident data and dashboard is to implement your major incident data collection and validation. Data collection and validation are the processes that ensure that your data is complete, accurate, and consistent. They involve defining your data sources, methods, formats, and frequency, as well as verifying, cleaning, and correcting your data. For example, you might use tools such as incident management software, monitoring systems, surveys, and logs to collect your data, and use methods such as automation, cross-checking, and audits to validate your data. By implementing your data collection and validation, you can ensure that you are using the best data and avoiding errors and gaps.

4 Design your major incident dashboard

The fourth step to ensure the accuracy and consistency of your major incident data and dashboard is to design your major incident dashboard. A dashboard is a visual representation of your data that helps you monitor, analyze, and communicate your major incident information. It should be clear, concise, and comprehensive, as well as aligned with your goals and audience. For example, you might use elements such as charts, tables, graphs, and gauges to display your data, and use colors, labels, and filters to highlight your key points and trends. By designing your major incident dashboard, you can ensure that you are presenting the best data and delivering the best insights.

5 Review and update your major incident data and dashboard

The fifth step to ensure the accuracy and consistency of your major incident data and dashboard is to review and update your major incident data and dashboard. Review and update are the processes that ensure that your data and dashboard are relevant, current, and useful. They involve checking your data quality, accuracy, and completeness, as well as adjusting your dashboard design, layout, and features. For example, you might use tools such as dashboards audits, feedback, and reports to review your data and dashboard, and use methods such as data refresh, dashboard refresh, and dashboard optimization to update your data and dashboard. By reviewing and updating your data and dashboard, you can ensure that you are maintaining the best data and enhancing the best value.

6 Share and leverage your major incident data and dashboard

The sixth step to ensure the accuracy and consistency of your major incident data and dashboard is to share and leverage your major incident data and dashboard. Share and leverage are the processes that ensure that your data and dashboard are accessible, visible, and actionable. They involve distributing your data and dashboard to your stakeholders, customers, and partners, as well as using your data and dashboard to improve your MIM process, service quality, and customer experience. For example, you might use tools such as email, web, and mobile to share your data and dashboard, and use methods such as feedback loops, root cause analysis, and continuous improvement to leverage your data and dashboard. By sharing and leveraging your data and dashboard, you can ensure that you are maximizing the best data and achieving the best results.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?