From chaos to control: When incident management becomes an asset for your company

We all have in mind the image of a website that crashes at the worst possible moment: impossible to finalize an order, customer service saturated by calls, and that little voice inside you saying “quick, I've got to find an alternative! Behind this worst-case scenario often lies chaotic incident management, worthy of level 1 on the CMMI scale. It's a reign of improvisation, where fires are put out at random in the hope of a rapid return to normal.

Now imagine the other side of the coin: the same incident occurs, but this time the team in charge of the problem reacts with the calm and precision of a Jedi master. A clear process is followed to the letter, the source of the problem is quickly identified and a solution implemented in record time. The result? Customers, barely impacted, continue shopping as if nothing had happened. Welcome to the wonderful world of mature incident management, level 3 on the CMMI scale, where chaos gives way to mastery.

The path between these two extremes? The evolution of your organization's maturity. At level 1, your company is a young Padawan discovering the rudiments of incident management, with its share of hesitations and mistakes. Level 3 is the assurance of a Jedi master, capable of anticipating malfunctions and resolving them with formidable efficiency.

Let's consider the example of Openreach, the British company that manages the telephone and Internet network in the UK. Faced with incidents that could impact millions of users, Openreach understood the importance of robust, mature incident management. Previously, their approach had been rather informal, relying on individual knowledge and poorly documented procedures. This lack of structure limited their ability to respond quickly and effectively to major incidents.

Recognizing these weaknesses, Openreach undertook a complete transformation of its business continuity management, including incident management. By drawing on best practices and adopting an ISO 22301-certified business continuity management system, Openreach has reached a much higher level of maturity. The company has put in place clear, documented processes, defined roles and responsibilities, effective communication tools and a comprehensive training program for its teams.

The result? Increased responsiveness to incidents, a significant reduction in their impact on customers and an overall improvement in the company's resilience. Openreach's example demonstrates that it is possible to move from reactive, chaotic incident management to a proactive, optimized approach, ensuring business continuity and boosting customer confidence.

Achieving this level of maturity is much more than just a question of organization. It's about giving yourself a major competitive edge by improving customer satisfaction, optimizing your internal processes and gaining agility in the face of the unexpected. The first steps in this transformation are to document and control your incident management processes. Then it's crucial to set up key performance indicators (KPIs) to monitor your progress and identify areas for improvement. Among these indicators, “time to resolution” is undoubtedly the most important: the faster you resolve incidents, the more you limit their impact on your business and customer satisfaction.

So, are you ready to put your company on the bright side? Don't hesitate to contact me, I can help you in your quest for maturity!

Source : https://www.4cstrategies.com/case_study/openreach-business-continuity-management/

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