Incident Management: When ignorance becomes a stumbling block
A study has been published on the term Incident Management. The three most important core topics include dimensions such as IT security management, change management and problem management.
It is not easy to determine which individual components characterize Incident Management. There are many questions about this.nterprise crises are often not properly managed because many companies simply do not know what vulnerabilities can affect a company. According to the current "Study on the digital development of German companies" by Paragon Systemhaus GmbH, 80 percent of those surveyed are certain that IT security management is an indispensable part of this due to changing threat situations and current legal regulations such as DSGVO and KRITIS.
Other content includes change and problem management, at 71 and 63 percent respectively. "IT security is indeed an important component when corporate disasters occur, as is the effort to manage change, identify causes and deal with them, in other words all the tasks of problem management. But technology always includes people - that's often forgotten. Setting up new processes, managing problems - all this is and remains crucial in the event of a disaster," says Kay Wolf, IT consultant at Paragon.
Understanding Incident Management
At the same time, companies are well aware of the diversity of challenges: According to the study, more than a third of respondents (38 percent) are committed to configuration management. As a supporting process for incident management, it also provides and updates historical data in a usable form. Just over a quarter cite Services Level Management as relevant. This part takes into account which customers purchase which IT services and who is responsible for them. It also defines the availability of the individual services and components.
The latter elements are generally highly relevant among the respondents (22 percent). In the form of availability management for planning and controlling the availability of IT services, the experts urgently add it to incident management. 29 percent see financial management as crucial in the event of a disaster. However, budgeting does not have a direct impact on incident management.
Plan capacities, solve events
In IT, an event is understood to be all changes to the status of a system. Event management helps to identify disruptions at an early stage and thus enables them to be managed. At ten percent, however, event management is rather lagging behind in the survey. In the event of a disaster, it can be assumed that exactly those people who are most familiar with the restoration of services will be called upon for support.
IT service continuity management (named by 11 percent of respondents) therefore has no direct relationship to incident management. The respondents also have complete confidence in the question of capacity. Only five percent name capacity management as a noteworthy component in an emergency.
