IT incidents are referred to as those disruptions that impact IT services in an unpredictable way. Be it a minor IT downtime or a major one, IT service disruptions can trigger redundancies, and evolve into a critical event to impact user experience.
What we need to resolve IT incidents before they collapse business operations and impact productivity including revenue is robust information management. If we don’t despatch time-sensitive information at the right time, it will delay the remediation of the IT incidents, and affect business continuity.
Therefore, Mean Time to Know or MTTK factors in how fast we can process information, detect, classify incident types, analyze, and finally determine Mean Time to Repair. The faster we reduce the Mean Time to Know, the more actively we can community incident-related information. This is how we can reduce Mean Time to Repair and aid in business continuity. Here we are putting together some important tips to help you optimize MTTK, improve IT communications, and prevent IT incidents faster.
Facilitate information dispatch through efficient workflows
For most organizations, it is a familiar picture- seeing the ticket open, and then logging into the system, monitoring it, checking with who’s available, emailing them, and then updating the ticket. A lot of manual activities go into it to resolve the ticket. These extra workflows can delay the delivery of information to the right stakeholders.
An integrated system that combines an IT alerting system with an ITSM platform and on-call schedules can help accelerate the information process efficiently. So, when an incident occurs, you can connect with the right person with an effective IT alerting tool without the need for toggling between different disparate systems.
Ensure connectivity for a geographically dispersed team with limited data
Many organizations use traditional communication systems which lack global delivery support. That’s the reason why your global remote team does not receive consistent communication flexibility.
We urge you to make use of international communication systems that provide the benefits of global delivery networks. They must include local caller ID, local call routing, SMS, multilingual automated text-to-speech support, and mobile app to work on low data connectivity.
Build an improved post mortem action to improve future response
Different types of incidents occur and their status keeps changing with time. The problem is you cannot communicate effectively with your teams, and therefore, this failure impacts your future contingency plans and leaves no room for improvement.
As you build an after-action analysis report, you must focus on reducing MTTK. ensure you have on your plan –
- Effective channels to send and receive information
- Determine the time to connect with your on-call staff
- Decide if your pre-built templates provide the necessary information
- How effectively you can build the conference bridge
Work on these processes and you will be armed with the necessary resources to mitigate IT incidents.
Broaden your communications
Email communication does not get you anywhere. Because people do not often check it. Sending messages manually through multiple channels also eats your time. Both are incompetent to allow you to communicate during an emergency in a flexible way. It’s better you opt for an automated IT alerting system that escalates messages via multiple channels. It is a more flexible option to send or receive messages. The added advantage is, messages reach anyone if they miss an initial message via push notification on desktop or mobile phone. With Zsuite IT alerting, you can ensure a great degree of communication engagement with the right person.
No matter how unpredictable IT incidents are, improving communications during critical events can ensure MTTK, therefore you can build a state-of-the-art process to optimize MTTR. Arm your IT services with Zsuite and take advantage of advanced crisis communication technology today.
