INCIDENT MANAGEMENT SYSTEM: All You Need To Know

incident management system
Photo Credit: Purple Griffon

It’s understandable why “incidents” have a pejorative connotation. Although they can technically refer to any occurrence (whether positive or negative), most of the time the words denote a mistake that needs to be fixed. Today, we’ll examine the FEMA national incident management system software, go over why you (probably) need one, and provide you with all the knowledge you’ll need to make the best choice for your business.

What are Incident Management Tools?

Using an incident management tool, IT teams can categorize, arrange, and resolve significant incidents that cause service interruptions or downtime using a set of rules. When an incident is discovered, it notifies the appropriate teams in real-time via their smartphones and sits at the hub of the ecosystem of an IT organization. It facilitates incident labeling and can be easily integrated with current technology stacks and workflows to quicken the resolution of incidents.

National Incident Management System

The Federal Emergency Management Agency (FEMA) is the driving force behind the National Incident Management System, a preparedness, response, and recovery system for emergencies developed by the Department of Homeland Security. Its goal is to provide a comprehensive, national approach to emergency management, enabling all community stakeholders to collaborate successfully regardless of the emergency or threat’s cause, size, location, or complexity.

How Does the National Incident Management System Work?

The National Incident Management System functions best when all parties involved in a particular incident are aware of and willing to abide by its guiding principles and concepts. Anyone who intends to participate in or anticipates participating in emergency preparedness, response, and/or recovery is eligible to receive National Incident Management System training from FEMA through the Emergency Management Institute.

The Incident Command System (ICS), the Emergency Operations Center (EOC), and Multiagency Coordination Groups (MAC Groups) are just a few examples of operational systems that everyone involved in an incident should understand and have a common vocabulary for.

Everyone involved in emergency management is encouraged by FEMA to complete the introductory National Incident Management System courses. Advanced ICS courses should be taken by those who are likely to play command and general staff roles in an emergency. The more people who have received the appropriate training, planning, response, and recovery are more likely to go smoothly. In summary, NIMS cannot simply be turned on when necessary. Everyone involved in emergency management needs to participate in it.

What is Incident Management Life Cycle?

Information Technology Infrastructure Library (ITIL) is a framework of best practices for delivering IT services, which also includes an incident management lifecycle to assist IT professionals in swiftly resuming service.

A set of guidelines found in ITIL’s incident management lifecycle encourage IT, professionals, to collaborate in order to ensure efficient IT service delivery. Furthermore, the lifecycle is adaptable and can be set up in a way that suits the requirements of any organization, regardless of size or sector.

Now, let’s take a closer look at each stage of the ITIL incident management lifecycle: 

  • Incident identification
  • Incident logging
  • Incident categorization
  • Incident prioritization
  •  Incident response.

In general, incident management involves dealing with IT service interruptions and resuming the services in accordance with established service level agreements (SLAs). It is ideal for the service desk to resolve issues as quickly as possible after a user reports one.

What are the 5 Major Components of an Incident Management System?

Five important components of an incident management system were identified by NIMS 2008:

  • Preparedness
  • Communications and information management
  • Resource management
  • Command and management
  • Ongoing management and maintenance.

Incident Management Software System

 IT service management software enables businesses to begin utilizing a process-driven approach for the benefit of company management.

What is Incident Management Software System?

IT departments can record, report, and prioritize a variety of IT-related incidents, from security breaches to system malfunctions, using incident management software. Incident management software supports real-time monitoring in addition to customizable incident reports, which employees can use to report issues, so IT staff members can proactively keep track of problems.

Advantages

The following is a list of the advantages of having an incident management software system in an organization:

  • It contributes to better staff utilization, which boosts productivity.
  • It encourages enhancing both the user’s and the client’s levels of satisfaction.
  • Frequent maintenance of all service levels is beneficial.
  • It decreases workload, increases self-service, and improves effectiveness.

Disadvantages

The following list outlines the drawbacks of not using an incident management system in an organization:

  • Staff disruption due to inadequate information among employees.
  • There is nobody to oversee the incidents. This can lead to an incident escalating in severity.

Incident Management Software System

The following is a list of the top incident management software programs currently in use.

#1. NinjaOne

NinjaOne’s unified IT operations platform support RMM, endpoint management, patch management, service desk, IT asset management, backup, and remote access. It can defend against ransomware on the endpoints. Complete visibility into the managed environment is provided.

Additionally, it has features for deploying next-generation security tools, automating the remediation of vulnerabilities, and backing up important business data. You can manage, monitor, and maintain IT assets with the help of NinjaOne’s robust tools.

NinjaOne offers tools that are simple to use. It is a platform with many features and provides options like cross-platform automation. These tools reduce the administrative workload. It uses a quote-based pricing structure. NinjaOne is available for a free trial. According to reviews, the platform costs $3 per device per month.

#2. Salesforce

With Salesforce, you can access all incident information, customer information, and case information from a single location. This enables service operations and agents to quickly and easily obtain all the context they require to address problems. The platform excels at resolving problems before they worsen because it can seamlessly integrate with external systems.

#3. Zendesk

Your team can collaborate easily with the Zendesk Support Suite, thanks to a single set of tools and procedures that are the same for email, chat, voice, and even social messaging services like Facebook, WhatsApp, Twitter, WeChat, and others.

Zendesk is a great value in terms of monthly costs for paid software. Of course, adding items or services to your plan will raise the price. Zendesk received high marks for value for money in a review because of the affordable per-item price and flexible plan. Furthermore, Zendesk offers a free 30-day trial as well as a free demo and has a starting price of $5/user/month.

#4. Freshservice

Freshservice is one of the well-known cloud-based platforms for customer service, which offers excellent support to clients of all sizes. It has a robust knowledge base and ticketing system. It effectively manages all client inquiries, boosting client productivity.

Furthermore, it requires little maintenance, keeping secured data fully automated. Software is simple and convenient to use. Additionally, it is essential for analyzing and resolving problems by offering suitable solutions before they negatively affect an organization’s productivity.

#5. HaloITSM

HaloITSM, a top IT service management (ITSM) solution provides all management service requirements, including incident management system and enterprise service management.

With HaloITSM, you can ensure the highest levels of service quality while quickly returning to normal service operations, minimizing the negative impact on business operations. Utilize HaloITSM’s ITIL-compliant processes to deliver quicker resolutions while making it simple to manage incidents and adhere to SLAs.

Office365, Azure DevOps, SCCM, BeyondTrust, Lansweeper, Active Directory, Azure, Microsoft Teams, TeamViewer, Facebook, and other regularly used applications are among those that have integrations. HaloITSM has a 30-day free trial period and prices start at $29 per user per month.

#6. ServiceDesk Plus

ServiceDesk Plus is a full ITSM suite with integrated ITAM and CMBD capabilities. PinkVerify-certified IT incident management module ServiceDesk Plus comes with all the necessary features, strong automation, clever customizations, and a graphical life cycle builder that enables IT teams, to handle incidents quickly.

ServiceDesk Plus incident management module also integrates with other crucial procedures such as problem management and change management to ensure that the entire life cycle of an issue is effectively managed.

#7. Mantis BT

Mantis BT is a well-known open-source bug tracking tool that was created to meet client needs and is also web-based. Its setup is quick and easy.

Mantis BT is adaptable, provides customization options, and notifies the client immediately of updates. Users can access projects thanks to it. It can be found online for free.

Additionally, it offers an essential harmony between strength and simplicity. User-team collaboration is simple, and they can get going quickly. It has a sizable collection of plugins that can be used to build unique features as requested by customers.

#8. JIRA Service Desk

Jira Service Desk is a very well-known service desk tool designed to support customer service and the IT or business service desk. This tool aids in providing clients with end-to-end service.

Jira Service Desk was built on top of the JIRA platform to enhance the software. As it was created for collaboration, it works well with agile teams. Jira offers some outstanding templates that can be customized.

Furthermore, Jira, a popular bug tracking tool used by many businesses, has a ton of reliable and durable features. Jira makes it easier for clients to contact the company in a variety of ways.

#9. SolarWinds Service Desk

SolarWinds Service Desk is an IT service management tool with features for an incident management system, service catalog, service portal, knowledge base, and problem management. Its fully integrated IT asset management system gathers hardware, software, purchase orders, and other data.

You will be able to streamline & organize tickets & requests coming from various channels, such as emails, phone calls, etc., through a single platform. A 30-day, fully functional free trial is available from SolarWinds. With support for unlimited users, its price per agent per year starts at $228.

#10. Pager Duty

Pager Duty is a popular incident management tool that provides an incident response platform for IT organizations

System performance can be improved by restarting the operation cycle. It helps DevOps teams create dependable and effective applications. Due to its positive attributes, thousands of organizations rely on it.

Additionally, it has numerous integration and operation-performing tools, automatic scheduling, detailed reporting, and guarantees continuous availability.

These are the top 10 tools that are currently in demand and are trending. Now that you are fully informed about the tools, you can select the one that will work best for your company based on its features and cost.

Small- and medium-sized businesses: MANTIS BT, FRESH SERVICE, SPICEWORKS, JIRA, and OPSGENIE are some of the tools that will be most suitable for these organizations Due to their extremely low cost or freeware status, as well as their proven features with very little manual efforts.

Large Scale Industries: Atlassian JIRA, PAGERDUTY, LOGIN MANAGER, PLUTORA, ZENDESK, and VICTOROPS are some of the tools that are best for these industries because their enterprise versions are expensive and have numerous features and security.

Additionally, they need specialized teams to handle the tools, which big businesses can afford because they have a lot of manpower. Large-scale industries are much better suited for these tools.

What are the Types of Incident Management?

 Incident management scales up from the smallest unit to the largest, according to the size, scope, and complexity of the emergency. The following are the five different IMT types:

  • Local Village and Township Level: Type 5
  • City, County, or Fire District Level: Type 4
  • State or Metropolitan Area Level: Type 3 
  • National and State Level: Type 2
  • National and State Level: Type 1

What is the Use of an Incident Management System?

All levels of government, non-governmental organizations, and the private sector are guided by the National Incident Management System (NIMS) to collaborate in order to prevent, protect against, mitigate, respond to, and recover from incidents.

NIMS provides stakeholders across the entire community with a shared vocabulary, systems, and processes in order to successfully deliver the capabilities outlined in the National Preparedness System. The operational systems that define how personnel collaborates during incidents are defined by NIMS.

Summary

The FEMA National Incident Management System enhances an organization’s effectiveness, lowers costs and manual labor, increases control, improves visibility into operations, and provides a better customer experience.

Even though “incidents” might have a bad vibe (and make IT teams cringe), your operations don’t have to be interrupted or stopped because of them.

By putting in place an incident management system, you enable your business to get ready for the inevitable incidents that will happen and make sure the team can handle any situation quickly and effectively.

Incident Management System FAQs

What is an incident management system?

The use of all resources available to an organization to respond to an incident, lessen its effects, and understand its cause in order to prevent recurrence is known as an incident management system. It takes a team effort from individuals who use tools and processes to manage incidents.

What are the 4 main elements of the Incident Command System?

Five key functional areas make up the Incident Command System: Command, Operations, Planning, Logistics, and Finance/Administration.

What is incident in ITIL?

ITIL defines an incident as an unplanned interruption to or quality reduction of an IT service. The agreed-upon service level between the provider and the customer is specified in the service level agreements (SLA). Incidents differ from both problems and requests: An incident interrupts normal service.

References

  1. Softwaretestinghelp
  2. Medium
  3. Wikipedia
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