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> What is Incident Management
What is Incident Management and How Does It Work?
Incident management usually refers to well-established processes, solutions, and practices that enhance the identification, investigation, and response to events or occurrences in the workplace. It's an integral part of any organization in the prevention of the reoccurrence of injury-causing events.
An incident is a single unplanned activity leading to a loss or disruption in an organization's operations and a reduction in the quality of services. Generally, workplace accidents are prevalent, and they are preventable. Examples of incidents include falls, slips, toxic chemical exposures, etc.
Incident management, thus, is the process implemented to cut off the negative results caused by an incident once it occurs and formulate preventive actions to avoid the incident from happening again.
The benefits of incident management include:
- Increased efficiency and productivity
- Improved transparency and visibility
- More insights into service and product quality
- Prevention of accidents
It is essential to have a reliable incident management team in place to deal with such issues as soon as they arise. All crucial resources should be available to resolve an existing incident. Once you get an incident report, it is important to record all the information about it. The data is necessary for analyzing and managing the incident.
Incident Management Workflows
For proper handling and resolving of incidents, the following activities should take place:
1. Detect the incident
When an incident is reported, first declare its occurrence. Declare any situation or condition occurring from work that has caused an illness, damage, or injury to a worker or environment. Determine the workers affected or involved in the incident and assess the nature of the damage or injuries.
2. Document the incident
After notification/reporting, the incident should be documented immediately. Record the location, date, time, equipment involved and type of occurrence, title, images, and brief on what happened.
Thorough documentation and recording are essential as it gives an insight of incident trends. It also necessitates the need to assign the proper people to handle the incident. Besides, your team can put their resources where it is needed the most.
3. Classify the incident
The incident management team classifies the incident according to type, urgency, priority, and impact. Classification is necessary for hastening the process. It becomes easier to identify who should handle the incident. It's also more precise on the methods used in resolving the incident.
Tracking and monitoring incidents become accurate and easy. It is essential to have a meeting with the support team to brainstorm. Do a trial test with all sorts of incidents to fill up each class and try to come up with a solution. Review all the results to ensure everything is accurate.
4. Diagnose the incident
During diagnosis, the incident management team tries to investigate what has gone wrong. Ways to recover good working procedures have to be achieved as fast as possible. The investigation stage is the most time-consuming phase.
A principal investigator usually handles the incident diagnosis. He compares previously documented incidents and comes up with excellent solutions.
After investigation, root cause analysis is done to determine the appropriate corrective measures to be established. It's focused on answering questions like how did the incident happen? What happened? Why? What needs to be rectified?
5. Resolve the incident
It is when the management team comes up with a solution. It can be permanent or temporary. Resolving the incident may require automatic implementation and support team handling. Corrective actions are critical in every incident management process. Every implemented action should be traceable and have a deadline.
6. Review the incident
Final evaluations determine whether the incident management process can be closed. All stages are reviewed, and it's either approved or rejected. After the review, you just need to be on the lookout that the incident doesn't repeat itself.
7. Close the incident
When resolving an incident takes place, a formal incident closure happens. It happens by communication from workers upon a return to good working service. Updating of information is also essential to mark the closure of an incident.
Incidents can be minor and can also destroy your entire business or company operations. It is crucial to have a well-resourced management system standby, and having a prepared incident management team is essential too. A sound incident management system provides the best practices needed during an incident.