Incident management means restoring normal computing services as quickly as possible to minimize the impact to the business. Yet, ironically, in a technology industry where innovation is the driving force, key elements of incident management have not been updated for some time.
Many companies have been at the forefront of technology by providing their employees with solutions that simplify and automate tasks to reduce time and cost. However, they have not stopped to think that they can still further reduce their issues. And is that each worker continues to lose 22 minutes a day due to IT problems. The reason: employees choose silence.