Constantly improving incident management will ensure you can deliver the best possible outcome with the lowest possible use of resources.

ITSM thought leader Stuart Rance offers tips to help improve your incident management, including:

• Focusing on customer experience and business value, rather than process
• Making clear separation between your incidents and problems
• Encouraging staff to create knowledge articles that will help others to resolve incidents
• Reviewing your incident categories to be sure they’re all effective and necessary by your stakeholders