From the course: Putting ITIL® into Practice: Incident Management
Where and when to use incident reduction
From the course: Putting ITIL® into Practice: Incident Management
Where and when to use incident reduction
- [Instructor] Before a major system upgrade, incident reduction is critical. Proactively identifying and mitigating potential failure points prevents outages, reduces disruptions, and ensures a smooth transition. Don't wait for users to report issues. Find and fix them before they happen. If the same issues keep resurfacing. It's time for incident reduction. Analyze patterns, address root causes, and prevent future disruptions. Handling the same incident repeatedly isn't support, it's inefficiency. If your service desk is overwhelmed, reducing incidents is the best way to regain control. Identify preventable issues, automate fixes, and empower users with self-service. Fewer tickets means faster resolutions and better user experiences. When reviewing and improving the incident management processes, make incident reduction a priority. Assess problem areas, streamline workflows, and build resilience into your operations. The best process is one that prevents incidents in the first place. Good user experiences and satisfaction aren't just about resolving incidents quickly, they're about avoiding them altogether. If complaints are rising, look at how you can eliminate frequent issues and improve system reliability before users feel pain. Every minute of downtime costs money and credibility. Incident reduction strategies, like proactive monitoring and root cause analysis, keep systems up and running, reducing the financial and reputational impact of outages.
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