Hombre y perro frente a ordenador en llamas

The importance of incident management: 5 non-monetary benefits

Every second that your application is down or service is degraded, you are losing money hand over fist. But you already know that.

What if I told you that a rock-solid incident management plan offers more than just monetary relief?

Let me tell you, from my experience, the lesser known advantages of nailing your incident response.

Reduce resolution times

Beyond the failure itself, an incident is the firestorm that surrounds it. It is not just about solving the problem, but about managing the whole situation. With crystal-clear protocols, your team can react quickly and efficiently, minimizing downtime and addressing problems systematically.

Shorter resolution times mean less downtime, which translates into less loss of reputation. In addition, a quick and efficient resolution demonstrates professionalism and reliability to your customers.

Cognitive load and stress relief

The mental burden and pressure during an incident can be immense. You want your team to focus like a laser on what matters: identifying and solving the problem. Established procedures give developers a roadmap to follow and delineate responsibilities, drastically reducing stress.

Reducing stress and cognitive load enables your team to think clearly and make better decisions under pressure. This leads to faster resolution and fewer errors, improving the overall efficiency of incident management.

Greasing the wheels of communication

Incident management must be woven into the corporate culture. When things get out of control, it’s a whirlwind of activity. Managing information relevant to various groups (problem-solving teams, leadership, customer service, marketing) is crucial.

Protocols include communication workflows that ensure timely and accurate updates reach all parties, avoiding misunderstandings.

Clear and timely communication during an incident ensures that everyone is aligned and has the same context, reducing confusion and errors. It also helps keep customers informed, demonstrating transparency and building trust.

Eliminate repetition and promote learning

An incident does not end with a fix in production. It should conclude with a thorough postmortem: regroup, analyze, evaluate the response and draw lessons. This continuous learning helps prevent similar setbacks in the future, cultivating a culture of constant improvement.

Learning from past incidents and applying that knowledge to prevent recurrences reduces the frequency and impact of future incidents. It fosters a culture of continuous growth and improvement, making your team more resilient and effective over time.

Comply with regulations

Well-oiled incident management helps you adhere to industry regulations and standards, as well as meet the requirements of investors, partners and customers.

Regulatory compliance not only avoids fines and legal problems, but also demonstrates to stakeholders that you are serious about reliability and safety. This builds trust and credibility, strengthening your business relationships.

—-

If you dare, tell me, are you reaping any of these rewards?

  • Reduce resolution times
  • Cognitive load and stress relief
  • Greasing the wheels of communication
  • Eliminate repetition and promote learning
  • Comply with regulations



This article was previously published in my newsletter “Tactical Leadership”.


Comments

Leave a Reply

Your email address will not be published. Required fields are marked *