How often do you have incidents that take far too long to resolve or restore service? Do your Incident Statements have fault wording like Slow, Degraded, Poor performance, etc?
If this is the case, then this vague wording is a primary reason why! Wording like this should be banned from incident statements.
Finding the Right Fault is the Key to Superior Incident Investigation
Topics:
Incident analysis
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Combining 4 Actions Will Solve Virtually Any Problem Situation
“The most effective decision in modern business today is a decision that consists of various actions implemented over a period of time.”
Making a Choice
Topics:
Problem Solving
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The 5 Whys may not always be the best way to arrive at Root Cause
When people skills are discussed in respect of Root Cause Analysis, the remark is often heard that it should be easy to use and also that it should be quick. From this perspective, often the choice is to use the “5 Whys” method, since it is ‘easy’ and ‘quick’. This approach to selecting a problem solving tool clearly demonstrates a fundamental misunderstanding in respect of not only root cause analysis, but problem solving in general.
When deciding about root cause analysis and problem solving skills, we need to start with the issues we need solve and not people. Not all problems are the same, it is common that problems differ vastly and that some are more difficult to solve than others. Keeping the foregoing in mind, the nature and level of difficulty of a problem must therefore dictate the selection of the problem solving tool, rather than the fact that the tool may fit the desire of being simplistic and easy to use.
Managing Stakeholder Expectations during a Major Incident
One of the biggest challenges in running an
incident management is managing the expectations of the Technical & Business stakeholders. Everyone is entitled to understand what happened, whats the impact, what the current status is and how long do we expect to have the issue. However, this is usually done in a sporadic way.
Topics:
Incident Management
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Core Process and Information Issues in Major Incident Management
Major Incident Management only becomes frustrating when the team cannot restore service or solve the incident in the specified time. Those seemingly more complex incidents that ‘hang around’ for hours or even days are the ones that put teams under the most pressure and call for reasons and/or changes to understand why it took so long.
Topics:
Incident Management
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