INCIDENT MANAGEMENT: A NEW APPROACH! 17th February, 2022
Optimizing the process of incident management has a significant impact on the quality of service provided to our customers; for this reason iSolutions has designed and introduced a new process in the Support service, to ensure the restoration of operational continuity in the shortest possible time.
This effective procedure raises the standard of management to a new level, speeding up the resolution of problems, optimizing the quality of service, obtaining a greater involvement of human resources and simultaneously improving KPIs and SLAs.
The new process has been designed on a customer basis, classifying and agreeing on business critical areas with relative priorities. New operational and communication flows, both internal and external, have been introduced, defining dedicated managers and task forces.
The tracking of activities for the prevention and mitigation of incidents, the compilation of reports that clearly account for the impacts on the system and the active involvement of all iSolutions teams, are tools and methodologies that have proven successful and ensure solidity and reliability of our software solutions.
The quality of service goes through the care of all aspects of the organization that is upstream of an excellent product, for the benefit of our customers and their valuable business.