Taming incidents and solving root problems

In a perfect world, users wouldn’t need to raise incidents. But in the real world issues arise, and how quickly and effectively they’re resolved defines how the business experiences IT.

Still, many organizations are stuck in reactive mode. Incidents get resolved, but not always at speed. Underlying problems are patched over instead of being solved. And users start to lose confidence in the system.

Incident management: getting the basics right

Effective incident management isn’t just about triaging tickets. It’s about aligning people, processes, and data to drive faster resolutions and better experiences.

Our Fit4Future Incident Management Assessment reviews:

• Your current ticket flows and escalation logic
• Configuration and customization levels
• Reporting dashboards and service-level visibility
• Opportunities to improve Mean Time to Detection (MTTD) and Mean Time to Resolution (MTTR)

We also look at how incidents are categorized and routed. If teams are having to intervene manually to direct work to the right group, that’s a red flag.

Going deeper with problem management

Problem management is where the real service gains are made. If incident management is the fire brigade, problem management is the fire prevention strategy.

Our Problem Management Assessment explores how well your team captures root cause analysis, handles known errors, and collaborates with change and incident teams. We often find a lack of formalized RCA processes or siloed teams who aren’t learning from past issues.

When done well, problem management reduces repeat tickets, improves system stability, and increases user satisfaction.

The ERP view

Incidents affecting ERP systems can have serious financial or operational consequences. Delays in processing invoices, payroll errors, or downtime during critical reporting periods can all create real pain.

By improving incident and problem processes, ERP teams benefit from:

• Faster routing of ERP incidents to the right support group
• Better documentation of known ERP issues
• Structured RCAs for complex, cross-functional problems

From break/fix to continuous improvement

With Fit4Future, we go beyond the surface. We help you transform firefighting into forward planning, and drive a culture of accountability, ownership, and improvement.

Take the first step to faster, smarter incident and problem resolution: visit our Fit4Future assessment webpage