An Incident Management Software Review Event Managers Can Use

Incident management is defined as the process that monitors all events occurring through an infrastructure.

Incident management allows for normal operation but also detects and escalates exception conditions.

Incident management aims to observe services and service components, report changes in identified events, and record these changes.

The incident management practice identifies and prioritizes infrastructure, services, business processes, and information at security events.

It also establishes the appropriate response to these events.

This includes responding to conditions that could lead to potential faults or incidents.

But what is incident management, and why do you need it?

This blog post will explain five reasons why an event manager would benefit from Incident Management Software.

What’s an Incident?

Before explaining how an incident management tool can benefit your organization, it’s important to understand what an incident is.

An incident is any change that occurs in your infrastructure.

This could be housekeeping, security, or guest services-related items.

Sometimes incidents are good because they let you know something has changed, and you need to react accordingly.

In essence, all incidents are warning signs of a negative change to your event structure, but not all incidents are crucial. Some incidents are entirely normal and expected.

Incidents are a good way to measure how well your management structure is performing.

An incident management software program allows you to reduce workplace accidents, highlight troublesome services, and track the flow of your entire operation.

Your problem management and service delivery improve when you know the entire situation.

Finally, every day, incidents occur throughout the day because that’s just how things work.

Five Benefits of Using an Event Management Tool

Now that we understand the importance of event management, let’s investigate some benefits you can achieve with an incident management tool.

Improving Incident Detection and Response Times

Your incident detection and response times will improve significantly when you use an incident management tool.

If your concert or stadium event management system relies on a manual system to check and verify every detail of your event, then this should be music to your ears.

Depending on the type of incident, an alert is sent to the right people before anyone notices that something has failed.

With the incident management tool sending alerts to the right people, they can investigate and resolve issues beforehand.

When an incident takes place, event managers can respond quickly because they have the right equipment and staff in place.

Communications can be sent to relevant stakeholders immediately to be aware of what is happening and be prepared for any necessary action.

If it’s an exceptional event, you get the bonus of improving your detection and response times.

With proactive action, you get to reduce the downtime of your event.

If it’s a warning event, you get the opportunity to avoid an incident altogether.

Automation Capabilities That Save Time and Costs

A good incident management tool can create workflows for the entire lifecycle of your sports events.

When an incident is triggered, the tool can notify the correct individuals, assign the event to relevant areas and categories, and enact a solution upon the event.

Incidents can also be easily turned into actionable alerts.

Automating incident management can improve your team’s efficiency and accuracy.

It will free up time for the important tasks that need to be handled manually, such as group and communication management.

This allows you to create a workflow that is tailored to your team’s needs and is fully automated, so there’s no more thinking about who deals with what.

Better Decision-Making and Actions Through Automated Report Distribution

Reports can be used to highlight areas that are prone to problems (repeat warning or exception alerts) and therefore improve your event’s management services in general.

When an incident management tool is implemented, it will provide an out-of-the-box reporting functionality, which you can take advantage of at your event.

However, take some time to set up your reports and automate their distribution.

You will be able to get the most out of these tools - reports can be scheduled, executed, and sent to relevant stakeholders of your events without manual input required.

Greater Visibility into Service Delivery Quality

An event management tool provides visibility into your systems and infrastructure, helping to identify issues before they become problems.

An efficient event management department will provide a faster response to issues that arise during an event, such as a concert or a sports game.

Visibility across your department allows you to take a more proactive approach to fixing problems.

Allowing for longer-term investments, such as training and additional tools, to help prevent incidents and make it easier to determine the root cause of future occurrences.

Operational Cost Savings

As with any investment, it’s important to know whether an incident management tool will save your organization money in the long run.

Given that an incident management tool will give you the ability to:

• Improve your detection and response period
• Reduce Cost Due to Downtime (and the associated business-level costs)
• Automate service operation processes
• Highlight key problem areas for review
• Proactively fix issues

The operational cost savings and business case calculations become obvious.

Support costs will also be driven down as the environment becomes better managed and continual improvement activities are more manageable.

Over to You

In the last decade, event managers have realized that they need to digitize their control processes.

This is because they can use automatic reporting, improve automation, and reduce downtime at events.

Poor incident management leads to many problems that all event managers would love to avoid.