Incident Tracking and Business Impact Analysis Management Assessment Tool (Publication Date: 2024/03)


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Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:

  • Does your organization have repeatable processes for root cause analysis, incident and problem management tracking and metrics reporting?
  • What would the staff and management do differently the next time a similar incident occurs?
  • Which person on an Incident Management Team is responsible for tracking resources?
  • Key Features:

    • Comprehensive set of 1510 prioritized Incident Tracking requirements.
    • Extensive coverage of 145 Incident Tracking topic scopes.
    • In-depth analysis of 145 Incident Tracking step-by-step solutions, benefits, BHAGs.
    • Detailed examination of 145 Incident Tracking case studies and use cases.

    • Digital download upon purchase.
    • Enjoy lifetime document updates included with your purchase.
    • Benefit from a fully editable and customizable Excel format.
    • Trusted and utilized by over 10,000 organizations.

    • Covering: Data Classification, Service Level Agreements, Emergency Response Plan, Business Relationship Building, Insurance Claim Management, Pandemic Outbreak, Backlog Management, Third Party Audits, Impact Thresholds, Security Strategy Implementation, Value Added Analysis, Vendor Management, Data Protection, Social Media Impact, Insurance Coverage, Future Technology, Emergency Communication Plans, Mitigating Strategies, Document Management, Cybersecurity Measures, IT Systems, Natural Hazards, Power Outages, Timely Updates, Employee Safety, Threat Detection, Data Center Recovery, Customer Satisfaction, Risk Assessment, Information Technology, Security Metrics Analysis, Real Time Monitoring, Risk Appetite, Accident Investigation, Progress Adjustments, Critical Processes, Workforce Continuity, Public Trust, Data Recovery, ISO 22301, Supplier Risk, Unique Relationships, Recovery Time Objectives, Data Backup Procedures, Training And Awareness, Spend Analysis, Competitor Analysis, Data Analysis, Insider Threats, Customer Needs Analysis, Business Impact Rating, Social Media Analysis, Vendor Support, Loss Of Confidentiality, Secure Data Lifecycle, Failover Solutions, Regulatory Impact, Reputation Management, Cluster Health, Systems Review, Warm Site, Creating Impact, Operational Disruptions, Cold Site, Business Impact Analysis, Business Functionality, Resource Allocation, Network Outages, Business Impact Analysis Team, Business Continuity, Loss Of Integrity, Hot Site, Mobile Recovery, Fundamental Analysis, Cloud Services, Data Confidentiality Integrity, Risk Mitigation, Crisis Management, Action Plan, Impacted Departments, COSO, Cutting-edge Info, Workload Transfer, Redundancy Measures, Business Process Redesign, Vulnerability Scanning, Command Center, Key Performance Indicators, Regulatory Compliance, Disaster Recovery, Criticality Classification, Infrastructure Failures, Critical Analysis, Feedback Analysis, Remote Work Policies, Billing Systems, Change Impact Analysis, Incident Tracking, Hazard Mitigation, Public Relations Strategy, Denial Analysis, Natural Disaster, Communication Protocols, Business Risk Assessment, Contingency Planning, Staff Augmentation, IT Disaster Recovery Plan, Recovery Strategies, Critical Supplier Management, Tabletop Exercises, Maximum Tolerable Downtime, High Availability Solutions, Gap Analysis, Risk Analysis, Clear Goals, Firewall Rules Analysis, Supply Shortages, Application Development, Business Impact Analysis Plan, Cyber Attacks, Alternate Processing Facilities, Physical Security Measures, Alternative Locations, Business Resumption, Performance Analysis, Hiring Practices, Succession Planning, Technical Analysis, Service Interruptions, Procurement Process, , Meaningful Metrics, Business Resilience, Technology Infrastructure, Governance Models, Data Governance Framework, Portfolio Evaluation, Intrusion Analysis, Operational Dependencies, Dependency Mapping, Financial Loss, SOC 2 Type 2 Security controls, Recovery Point Objectives, Success Metrics, Privacy Breach

    Incident Tracking Assessment Management Assessment Tool – Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):

    Incident Tracking

    Incident Tracking refers to the systematic approach used by organizations to identify, analyze, resolve, and report on incidents and problems as they occur in the workplace. This includes having processes in place for determining the root cause of incidents, managing their resolution, and tracking metrics to monitor the overall effectiveness of incident management within the organization.

    – Solution: Implement a standardized incident tracking system.
    – Benefits: Allows for better root cause analysis, improved problem management, and generation of useful metrics for future prevention.

    CONTROL QUESTION: Does the organization have repeatable processes for root cause analysis, incident and problem management tracking and metrics reporting?

    Big Hairy Audacious Goal (BHAG) for 10 years from now:
    The big hairy audacious goal for Incident Tracking 10 years from now is to have a fully automated and predictive system in place that can anticipate and prevent any potential incidents before they even happen. This will be achieved through advanced machine learning algorithms and AI technology that can continuously monitor and analyze data from all systems and devices within the organization.

    The organization will also have established a culture of proactive incident management, where employees are trained to identify and report potential issues before they escalate into full-blown incidents. As a result, there will be minimal disruptions to business operations and a significant decrease in the number of incidents and problems.

    Furthermore, the organization will have a robust root cause analysis process in place that can quickly identify the underlying causes of any incidents. This will enable the organization to implement effective corrective actions and prevent similar incidents from occurring in the future.

    The incident and problem management system will also be fully integrated with other IT service management processes, such as change management and asset management, to ensure a holistic approach to managing incidents.

    The organization will have real-time incident tracking and reporting capabilities, providing leadership teams with accurate and timely insights into incident trends and metrics. This will enable them to make data-driven decisions and continuously improve incident management processes.

    Overall, the 10-year goal for Incident Tracking is to have a mature and efficient system that not only responds to incidents but proactively prevents them, ensuring a seamless and uninterrupted experience for customers and stakeholders.

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    Incident Tracking Case Study/Use Case example – How to use:

    XYZ organization is a mid-sized IT company that specializes in software development and technology solutions for various clients. The company′s main focus is on delivering high-quality products and services to its customers while ensuring efficient and effective operations internally. However, over the past year, the company has been facing challenges related to incident and problem management, leading to frequent disruptions in their services. The lack of proper incident tracking and root cause analysis processes has resulted in delays, loss of productivity, and dissatisfied customers. To address these issues, the organization has sought the help of a consulting firm to implement a robust incident tracking system and improve their root cause analysis and problem management processes.

    Consulting Methodology:
    The consulting firm follows a three-step methodology to assess and improve the incident tracking and problem management processes in XYZ organization.

    1. Current State Assessment:
    The first step involves a thorough assessment of the current incident and problem management processes in the organization. This includes understanding the existing procedures, tools, and reporting mechanisms used for incident tracking and root cause analysis. The consulting team conducts interviews with key stakeholders, reviews documentation and data, and observes the incident handling process to identify any gaps or inefficiencies.

    2. Gap Analysis and Recommendations:
    Based on the findings from the current state assessment, the consulting team conducts a gap analysis to identify areas where the incident tracking and problem management processes can be improved. This includes evaluating the organization′s capabilities, technology, and resources. Using industry best practices and benchmarks, the consulting team provides recommendations for a more robust and efficient incident tracking and problem management system.

    3. Implementation and Training:
    After finalizing the recommendations, the consulting team works closely with the organization′s IT team to implement the changes. This includes setting up a new incident tracking system, training the staff on its usage, and establishing procedures for root cause analysis and problem management. The consulting team also provides support during the implementation phase and conducts regular follow-ups to ensure the changes have been successfully integrated into the organization′s processes.

    1. Current State Assessment Report:
    This report includes a detailed analysis of the current incident and problem management processes, highlighting any shortcomings and inefficiencies.

    2. Gap Analysis Report:
    Based on the current state assessment, this report outlines the gaps identified and provides recommendations for improvement.

    3. Incident Tracking System:
    The consulting team sets up a new incident tracking system customized for the organization′s needs and integrates it with existing systems.

    4. Training Materials:
    To ensure the successful implementation of the new incident tracking system, the consulting team develops training materials, including user manuals and videos.

    Implementation Challenges:
    Implementing a robust incident tracking system and improving root cause analysis and problem management processes can present some challenges for the organization. Some of the common challenges that the consulting team may face include resistance to change from employees, lack of proper technology infrastructure, and inadequate training. To overcome these challenges, the consulting team works closely with the organization′s IT team and leadership to communicate the benefits of the proposed changes and address any concerns. They also provide necessary training to all stakeholders involved in the incident and problem management processes to ensure a smooth transition.

    1. Mean Time to Detect (MTTD):
    This measures the average time taken to detect an incident, starting from its occurrence to its identification.

    2. Mean Time to Respond (MTTR):
    This measures the average time taken to respond and resolve an incident after it has been detected.

    3. First Call Resolution (FCR):
    This measures the percentage of incidents resolved on the first call or contact.

    4. Customer Satisfaction (CSAT):
    This measures the percentage of customers satisfied with the organization′s incident handling and problem resolution processes.

    5. Reduction in Incident Frequency:
    This measures the decrease in the number of incidents reported after the implementation of the new incident tracking system.

    Management Considerations:
    To ensure the successful implementation and sustainability of the improved incident tracking and problem management processes, some management considerations need to be taken into account by the organization.

    1. Leadership Support:
    Effective leadership support is crucial for the success of any change implementation. The organization′s leadership should communicate the importance of the proposed changes and promote a culture of continuous improvement.

    2. Regular Training and Awareness:
    To ensure the new incident tracking system is used efficiently and effectively, regular training sessions should be conducted for all employees involved in the incident and problem management processes.

    3. Continuous Monitoring and Improvement:
    After the implementation phase, the organization should establish a process for continuous monitoring and improvement of the incident tracking and problem management processes. This can include collecting feedback from employees and customers and making necessary changes accordingly.


    1. Whitepaper – Best Practices for Effective Incident Management by BMC Software.
    2. Academic Journal – The Role of Root Cause Analysis in IT Incident Management by Kameswari Mahadevan and Venkata P Kota.
    3. Market Research Report – Global Incident and Emergency Management Market Forecast to 2027 by Market Study Report LLC.

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