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Last updated on 2024年8月12日

You're transitioning between IT operation shifts. How do you ensure a seamless handover of incidents?

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Transitioning between IT operation shifts can be a critical moment for your organization's technical infrastructure. A seamless handover of incidents is vital to maintain system integrity and ensure ongoing operations are not affected. This requires a structured approach, clear communication, and meticulous record-keeping to ensure that no information falls through the cracks. By following a set of best practices, you can minimize downtime, prevent miscommunication, and ensure that the incoming team is fully prepared to tackle any ongoing issues.

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Gustavo Demagistre

CTO

1 Pre-Shift Prep

Before the end of your shift, it's essential to prepare for the handover. This involves reviewing all active incidents and ensuring that they are updated with the latest information. Documentation should be thorough, with clear descriptions, actions taken, and any pending steps noted. This preparation allows the incoming shift to have a clear understanding of the current status and what is expected moving forward. It's also a good practice to check the incident management system for any alerts or tickets that may have been overlooked during your shift.

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Gustavo Demagistre

CTO
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Un incidente activo puede estar siendo atendido o no. Incidente atendido: Un procedimiento claro garantiza el cumplimiento de los KPIs y SLAs. Este procedimiento debe incluir: - Definición del incidente (gravedad y prioridad) - Flujo de trabajo detallado (pasos a seguir, roles y responsabilidades) - Procedimientos de escalamiento - Definición de métodos y canales de comunicación - Herramientas y recursos para gestión de contenido - Capacitación - Mejora continua Incidente no atendido: Se transfiere automáticamente al siguiente turno, quien continuará el proceso según el procedimiento establecido.

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Julian V Jones, MBA, LSSBB

Pursuing CSM and PMP. Military career 20 yrs. PMOS Communications.
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As an IT project manager, I would ensure a seamless handover of incidents during the transition between IT operation shifts by implementing clear communication protocols and using a digital incident tracking system. (i.e., change changeover log). This would involve documenting all active incidents, ongoing tasks, and pending issues in a shared and easily accessible format. Positive implications of this behavior can include reduced risk of miscommunication and oversight, enhanced continuity and efficiency in addressing incidents, and improved accountability and traceability of incident management processes.

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2 Clear Briefing

Clear communication is the cornerstone of an effective shift handover. Hold a briefing session with the incoming team to discuss the status of ongoing incidents. This is the time to highlight any critical issues that need immediate attention, share insights on recurring problems, and provide recommendations based on your experience during the shift. Ensure that all team members are present during this briefing to avoid information silos and make certain everyone is on the same page.

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Gustavo Demagistre

CTO
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Un procedimiento claro contempla que un cambio de responsable en la gestión del incidente no afecte a los KPIs o SLO. La información debe ser documentada de forma única, permitiendo que el cambio de referentes no impacte al proceso de cierre del incidente.

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3 Handover Notes

Creating detailed handover notes is a crucial step. These notes should include information on the current status of incidents, any steps that need to be taken, and potential issues that may arise. The notes must be clear and concise to prevent any misunderstandings. Using a standardized template for these notes can help streamline the process and ensure consistency across different teams and shifts.

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4 Use of Tools

Leverage technology to your advantage by using incident management tools and systems. These platforms can automate the handover process by tracking incident progress, maintaining logs, and facilitating communication between teams. Ensure that all relevant data is correctly logged in the system and that any updates made during your shift are accurately reflected. This will provide a single source of truth for the incoming team and help avoid any confusion.

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Gustavo Demagistre

CTO
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Incorporar una herramienta, o varias, favorece a formalizar un proceso y sus procedimientos. Asimismo, desde está centralización simplificamos la toma de métricas para el seguimiento de SLOs. Buscar el complemento con herramientas de IA favorece a los tiempos de resolución, mejorando la explotación de la base de conocimiento

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5 Feedback Loop

Implementing a feedback loop can significantly improve the handover process over time. Encourage the incoming shift to provide feedback on the handover documentation and process. This will help identify any gaps or areas that need improvement. By continuously refining the handover procedure based on actual experiences, you can enhance efficiency and reduce the chances of errors during shift transitions.

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6 Emergency Protocol

Lastly, establish a clear emergency protocol for critical incidents that may occur during the transition. This protocol should outline the steps to be taken in case of a major incident and identify key personnel who can be contacted outside of office hours if necessary. Having such a protocol in place ensures that there is no delay in response time during emergencies, safeguarding your IT operations against potential threats.

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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?

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You're transitioning between IT operation shifts. How do you ensure a seamless handover of incidents?

1

2

3

4

5

6

7

1 Pre-Shift Prep

2 Clear Briefing

3 Handover Notes

4 Use of Tools

5 Feedback Loop

6 Emergency Protocol

7 Here’s what else to consider

IT Operations

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You're transitioning between IT operation shifts. How do you ensure a seamless handover of incidents?

1

2

3

4

5

6

7

1 Pre-Shift Prep

2 Clear Briefing

3 Handover Notes

4 Use of Tools

5 Feedback Loop

6 Emergency Protocol

7 Here’s what else to consider

IT Operations

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