In managing shift handovers, two key practices have proven effective: centralized digital tools and a brief shift overlap. Centralized Digital Tools: I use platforms like JIRA and Microsoft Teams to keep all updates in one place, allowing the incoming shift to quickly see what’s resolved, pending, and next actions. This setup streamlines communication and reduces confusion. Shift Overlap for Verbal Check-Ins: A short overlap between shifts enables direct discussion of unresolved incidents. This verbal check-in clarifies issues, prevents oversights, and highlights any unusual challenges, ensuring a smooth transition.

Ensuring service continuity is essential, and efficient shift handovers are key. We implement a standardized protocol with detailed checklists to ensure precise communication. Training staff on this protocol and using collaborative tools like ITSM systems and team communication platforms enable real-time tracking and updates. Additionally, brief handover meetings, combined with real-time dashboards and log analysis, facilitate resolving doubts and clarifying responsibilities. These strategies optimize service continuity, enhance incident response, and maintain the highest operational quality.

Nas situa??es operacionais, como NoC, SoC e outras críticas é necessário três fatores para o sucesso nesse momento de transi??o: comunica??o, conhecimento e uni?o. Comunica??o por conta de saber transferir de forma adequada a situa??o e seus comprometimentos. Conhecimento de quem chega para dar continuidade no incidente. Se existir uma deficiência alta entre os turnos comprometerá o andamento estendendo a solu??o. é aí que a uni?o da equipe com o compartilhamento de conhecimento fará toda diferen?a. Para isso é estratégia na gest?o criando situa??es que enderecem. I’m exemplo que se pode aplicar ocorre no futebol americano: o time de especialistas, que entram em “campo” para atuar para resolver em apenas 1 jogada. ??

Struggling with handovers of unresolved network incidents between shifts often leads to miscommunication, delays, and duplicated efforts, impacting incident resolution time and team efficiency. Establishing a structured handover process, with clear documentation of incident details and actions taken, helps ensure seamless continuity and faster resolution.

To properly manage network incidents handover, first create a procedure manual that provides steps of how the handover is done. This procedure must align with incident management policy. > Have a clear roster of handovers and changes > Have briefing between the teams, briefing can be done by AI through a report of all open incidents at shift start and shift end > Tasks already inprogress should reflect a new technician has taken over, to remove user boredom from being asked same questions again, information should be open, and shared in detail to avoid doing same tasks over and over again. > Visualise tasks centrally using AI & tools like burndown charts, kanban, service desk dashboards > Overal, have a culture that fosters team work