Enhancing incident management: How to streamline your efficiency

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Welcome to the second instalment in our newly launched Service Management series! In this blog post, we explore the pivotal role of effective incident management and the importance of data in achieving smooth service delivery. We’re also going to discuss how you can use specific tools to enhance your incident management process and as a result, heighten efficiency. 

Building foundations

In order to build effective incident management systems, you’ll need to start by understanding what it actually means to efficiently resolve incidents. 

At its core, incident management involves the resolution of unforeseen disruptions in service delivery. This could be due to a fault in the system, a change that has gone undetected, a change that didn’t quite go according to plan, human error or many other reasons. A good incident management process has the ability to swiftly navigate and overcome any hiccups, big or small, and restore systems to their normal operations while ensuring minimal impact. 

Effective incident management usually comes down to having the right data, at the right time, for the right job. Having the right tools and the right data at the right time can improve resolution time, improve customer satisfaction and enhance the profile of your Incident handling teams within the organisation.

Guardian – the ultimate tool

Cloudhouse Guardian is a powerful, vendor-agnostic tool that continuously monitors your entire technology estate, providing transparency into the changes occurring in your environment – approved, or not. By providing critical data to understand incidents, Guardian expedites the resolution process, allowing the Incident Management team to quickly address disruption. This not only saves resources and time but also enhances incident detection and management automatically.

With its versatile capabilities that help streamline incident handling, Guardian excels in collecting and processing data, providing valuable insights for swift and accurate resolutions. Integrating this tool with your incident management framework enables organisations to quickly respond to incidents and mitigate potential damage. 

When seamlessly integrating Guardian into your Service Management processes, it silently performs essential work in the background; detecting and notifying the incident team of any issues. This ensures swift action and efficient resolution. To learn more about Guardian’s role in service management, check out the previous episode in this series – Navigating the world of Service Management.

All about the data 

In today’s fast-paced environment, the ability to handle unexpected disruptions quickly and effectively is crucial. Guardian enriches your existing Incident Management framework by providing transparency into the environment. However, Guardian doesn’t just speed up the process, it also produces valuable data for your Service Management teams to utilise in the future. Analysing the data helps to determine likely causes and patterns in disruption that can then be addressed proactively to minimise disruption or eliminate them altogether. 

So, to reiterate the point made at the beginning of this blog, effective Incident Management is all about having the right data, at the right time, for the right job. 

If you wish to discuss this topic further or just come and say hello, we will be at DTX Europe on the 4th and 5th of October – located in booth L30 in the ServiceDesk zone.

Not attending DTX Europe this year? Get in contact today, to discover how Cloudhouse can help you.

About Cloudhouse

Avatar photoCloudhouse is experienced in problematic application migration and config monitoring systems to fix the unfixable and modernise any IT estate – whether it’s run on-premises or in the cloud. With two proven solutions; Alchemy: Cloudhouse Application Packaging Solution modernises IT estates by fixing unfixable apps and moves them onto a supported operating system.

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How much does Cloudhouse cost? Down Arrow

Cloudhouse costs are split into two elements – the licensing required to deploy application compatibility packages, and the professional services needed to create the application compatibility packages.

Licensing is offered on a per user basis for desktop applications and a per server basis for server applications. There are discounts available based on volumes.

Professional Services costs are dependent on the nature and complexity of the application. We quote a cost for packaging once we have been able to see the application, or portfolio of applications.

Contact us here with your requirements and we will provide you with a quote.

Packaging and Maintaining Applications
Who is responsible for packaging desktop and server applications? Down Arrow

Cloudhouse provide the Professional Services to package applications.

Requirements for Test and Development Down Arrow

Cloudhouse recommend packaged applications are tested in the standard UAT environments used for natively installed applications, or applications packaged in App-V. The more representative the test environment is of the live environment, the greater the chance of finding any issues prior to go-live.

Updating Applications Down Arrow

Service packs and updates can be applied to the applications in a package using the Editor, refer to Updating, Editing and Maintaining Containers which describes how a new snapshot is created for the update, and how it is then applied to the package.

Who manages Cloudhouse operationally within an account? Down Arrow

Cloudhouse recommends the same team who manage the operations of native apps.

Automation and Deployment Down Arrow

Applications running in Application Compatibility Packages can be deployed, and managed with same tools, or scripts used to deploy natively installed applications e.g. SCCM, InTune, LAN Desk. Please refer to Supported 3rd Party Products and Versions for details.

How do we know which of our departments/ teams should support the Package? Down Arrow

The Cloudhouse Package does not include OS components, it only contains the packaged application plus Cloudhouse components. Cloudhouse recommend the same team that is responsible for supporting applications packaged with App-V, or delivered as natively installed applications, support Cloudhouse Application Compatibility Containers.

Documentation for Service Desk & Service Management Down Arrow

Full documentation is made available to Cloudhouse partners and customers as required.

Do Cloudhouse provide training? Down Arrow

Cloudhouse offers a full packaging service that can scale to meet any requirement. In the event, however, that a partner wishes to offer application compatibility packaging as part of a wider solution, Cloudhouse will work with that partner. Please contact us here for details.