All weekend long, I was working on this presentation for a crucial meeting on Monday at 11 am. The kind that defines if you will get a raise or a promotion or even worse; limit your opportunities of growth at work forever or get fired! Fortunately, I ended up with all the materials I needed for the meeting at 10 pm on Sunday. Very tired, without sharing any time with my family the whole weekend, and of course without watching any sports or my favorite TV show; but with the total satisfaction of a work well done and ready for the next day.
First thing on Monday and just to give the last review to my weekend work, my computer couldn’t connect to the internet. I took my cell phone and try to connect with the IT guy, who, as usual, is busy and didn’t pick up my call. I wrote an email from my cell phone and time kept passing without receiving any answer. My email had gotten lost in the ocean of emails received by the IT guy.
I prefer not to continue due to the sad ending. But if you think about it, there are many other bad things that might have happened: blue screen, problems with a password, trouble to access the file, problems to access USB or external storage information, corrupted file or unsaved file, access to the network, the computer doesn’t turn on, a virus notification or if working at the workplace, problems to print.
I didn’t get a raise or a promotion, but for good or bad, I wasn’t the only one who experienced that kind of situation, and a very important lesson was learned that day.
We realized that we didn’t have a way to efficiently manage those incidents that had already happened more than once; since there wasn’t any formal way to report them, assign them to the right person automatically, keep their traceability until solved neither to obtain any kind of analytics that could help to determine root causes to prevent them or to know how much time it took to respond to them and to solve them or who solved them.
Now, we all know the importance of having an efficient and agile system to reinstate normal operations and provide business continuity as fast as possible and mitigate the negative impact for the business and for the users. With such a system, now it is possible to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
In the hybrid world, we work now, new technologies and ways of working offer exciting possibilities to increase productivity and to enhance employee and customer experience. It is about delivering more to our customers and business, by simplifying, optimizing, and automating our processes, through planning, designing, and transitioning to better ways of working.
Why not do it if it can be done in a simple, fast, and affordable way?
