"What we've got here is a failure to communicate." 1967. Cool Hand Luke. But that quote is just as relevant today as it was then. Part 3 in this week's series based upon CIO Insight's great piece "Why IT Must Respond More Rapidly To Tech Issues" is all about communication.
Incident communication is a process. This word, 'process,' is key to incident support. The definition of process: "a series of actions or steps taken in order to achieve a particular end." Incident communication is a specialized skill with detailed plans and processes in place in order to speed communication, reduce errors and most importantly? Reduce the impact of downtime.
This 'failure' in communication isn't people specific, but skill specific. Network monitoring and management teams are hyper-focused on incident resolution. These specialized teams understand all of the requirements needed to provide effective support. Can your internal engineers resolve these problems? Of course! But the larger question is this: do you want your trained engineers learning a new subset of skills around incident communication? Or do you want them focused on innovating for your business?
If you're part of the 91% impacted by poor incident communication, reach out to us and let us talk to you about our process!