Research reveals that Brazilian companies spend up to US$ 4.7 million on IT data breach incidents. In a hyper-competitive scenario, where technology investments must generate new business opportunities, this type of loss can be avoided by adopting a few best practices.
In this post, you will learn 5 tips involving tools, processes, and people to reduce IT incidents and improve the performance of the corporate environment as a whole. Check it out!
1. Monitor infrastructure and systems
Teams that use a monitoring solution are able to detect and resolve IT incidents up to 95% faster than those that do not adopt one. In practice, agents are used to capture data from systems and infrastructure and generate alerts whenever they encounter some type of anomaly.
The use of monitoring is essential to make the IT department proactive, with the capacity to act on failures before users even feel their effects, consequently reducing the number of incidents.
2. Ensure process execution
Preventing policies and processes established by the IT team from being bypassed by users is the second way to decrease incidents.
After all, the lack of commitment to policies leads to the installation of unreliable software that is often dispensable for your core activity. This leads members of the IT team to perform low-impact activities for the business and put priority activities on the back burner, besides generating delays in the execution of strategic plans.
If your company does not have defined policies or adopt best practices, it is also important to know the disciplines indicated by ITIL and COBIT, as well as create and document these guidelines.
3. Identify which demands generate the most support
Using a tool or a user service portal, it is possible to create a ranking of the IT incidents that demand the most attention from your team. Based on this data, you can outline a continuous improvement plan to gradually reduce those incidents that generate the most tickets or require more time to be resolved.
Creating a knowledge base to record how incidents are handled and resolved is also an efficient way to support IT professionals, ensuring they know what to do in each call and reducing the time spent per service delivery.
4. Avoid unnecessary support tickets
Some tickets can be avoided if users are trained to use technology better or to execute some simple procedures before contacting the IT team.
Therefore, record the tickets and evaluate which users request the most support and which categories of incidents repeat the most. Then, assess whether training and capacity building would not be enough to prevent such occurrences.
5. Use technology to optimize processes
The use of technologies that support IT processes helps identify, classify, and support the creation of a prevention plan to eliminate certain types of incidents. Many companies are starting to use big data and analytics solutions to combat threats and recurring IT incidents.
Another study pointed out that 6% of technology configuration errors and 26% of human errors could be avoided if companies identified the root cause of tickets in the first service records.
Thus, we see that the use of technology is capable of revolutionizing the IT environment.
Proactive management is capable of decreasing the number of IT incidents, using technologies strategically, and guiding users on best practices. The result of reducing incidents is ensuring more free time for your team to dedicate themselves to more strategic tasks that are vital for your business.
Want to know how to put all these tips into practice in a quick and safe way? Then contact us and discover how we can help your company reduce IT incidents and improve the performance of this area.
