The Pros and Cons of Using an Incident Management System

How many incidents do you have in your organization in a year?

Regardless of the size of your conference center, sports facility, or arena, some may face daily threats of harassment, fraud, security breaches, and more.

As an organization, preventing incidents from occurring should be in your top incident management strategy.

Implementation of an Incident Management System can help prevent these issues from reoccurring. 

Understanding the Concept of Incident Management

Incident management is a method of reacting to and preventing complaints or problems in your organization.

There are many techniques to do this, and it can be done with or without a system.

This article will focus on who manages incidents, how incidents are identified, and the pros and cons of the incident management system.

Incident management is used in a number of different enterprises.

An incident can be anything from a slip and fall to instances where a sports arena or conference center needs to maintain its equipment to basic maintenance in the infrastructure. 

Why Is Incident Management So Significant?

It is common knowledge that incident management is used to deal with problems.

A problem can occur if your data is not secure.

It is important to have a plan in place to resolve these types of problems.

The data you use contains sensitive information, so you must ensure that it is safe and secure at all times.

Incidents should be resolved as quickly as possible because although disruptions are inevitable, a quick response may reduce the disruption to productivity.

The impact of the incident can be minimized, and operations may resume as expected.

Organizations can lose information, be more susceptible to downtime, and suffer reduced productivity if they do not have a documented incident management plan.

Incident management is important because it reduces downtime. Most importantly, it improves customer experience and increases customer reliability.

According to the Markets and Markets, the size of the incident management market keeps growing, especially in the leisure, sports and entertainment space.

The Pros of an Incident Management System

The advantages of an incident management system are as follows:

All Tickets are Answered

One advantage to using a system is the ability to take action on each ticket.

The system ensures that each ticket is answered when a new ticket is created by the customer.

If a customer ticket remains unanswered for a long period, the system sends an alert to the team about it.

The ticket is then reassigned to another technician.

Increased Employee Productivity

In order to improve employee performance, the company has a system that provides numbers and analytics for each employee.

The data allows for faster resolution of incidents by security team personnel. 

In addition, managers can assist staff members by letting them know where they are spending more time or how they can improve.

When this is done, customer concerns are resolved more quickly, and customer satisfaction levels increase.

Organizational productivity also increases.

Quick Resolution

Sports facilities, arenas, or conference centers can identify Incident Types that are slower to respond to, and improvements can be made.

Every time a new incident is created, the command center is alerted about it, and then it is assigned to a specific department for resolution.

To improve incident management, an efficient software system should be utilized.

Accurate Data

Due to the system being automated, accurate data is provided.

This reduces errors, which makes the data more helpful in making improvements.

The data you have collected helps you set goals for the future and achieve them.

In short, the data can assist you in knowing your current position and how to improve your efficiency by taking proper actions.

The Cons of An Incident Management System

The cons of an incident management system are as follows:

Access to New Updates

Whenever a new update is released or if there is a change in the platform, the support team needs to be informed of these changes to resolve all of the issues.

These incidents can be serious and repetitive, and there are some incidents whose causes are unknown.

Incidents with no known cause can be lethal since there may be no proper solution for them.

For some solutions, however, they may require a long period of them to handle, which may cause upset.

It's important to choose an IMS system that informs you of new updates, whether by platform notification, knowledgebase, or email, so you can keep your team informed.

Access to Sensitive Information

In the information age, employees have access to sensitive data.

For example, command post employees may have access to season ticket holder data.

If any such employee is not reliable, then a huge loss can occur in the business.

Therefore, only certain, reliable employees should have access to certain information.

Data must be restricted from certain individuals.

Data Hacking

Technology is one of the key elements to development.

Without technology, progress is impossible.

Technology can be both a blessing and a curse.

Data hackers use technology to steal or manipulate data.

This can be lethal for businesses as it threatens their profitability and reputation.

That's why it's important to choose an Incident Management System that runs on cloud technology on a protected server, such as AWS. 

Over to You

In today’s world, incidents can be anything at your facilities, such as taking care of a drunk and disorderly problem.

While incidents can be big or small, the impacts they have on the productivity of a business, from the top down to the equipment, can be telling if not checked in time.

When employee productivity suffers, the whole organization’s efficiency suffers.

That is why incidents, no matter how trivial, shouldn’t be ignored.

An incident management system must be put in place to checkmate future occurrences of a similar matter.