All your teams are on track.
They’re knocking it out of the park.
From one incident to the next, they’re moving with high-speed efficiency.
You didn’t realize what you were missing out before you implemented your incident management system (IMS).
But, now you’ve uncovered a new problem.
You thought you’d be able to handle incidents like a proactive operation.
You always wanted to lead a world-class operation.
Unfortunately, you’re not quite there yet.
Implementing your IMS exposed another weakness in your operation.
Everything was out of control because you didn’t have a system before.
But now, you’ve noticed an influx of incident reports being created later.
This disparity didn’t draw your attention previously because you were used to a large number of calls after hours.
It was ‘normal’ for your operation.
You were confident that implementing an IMS would eradicate this weakness.
Your team never finds out about these incidents until the next day.
“Why is this happening?” you ask yourself.
Several hundred incidents are being handled following the implementation of your IMS, so you thought things were running smoothly.
Yes, your operation improved.
The only issue now is that you’re “aware” of what your team has not been aware of until it’s too late.
You had no idea this shortfall existed prior to deploying an IMS.
Incidents can occur at any moment, and if no one sees or reports them – they slip through the cracks.
It’s hard to notice this when everything is out of control, right?
It’s a tough problem to overcome too.
But, you can resolve this.
You need a time-of-need system.
You need text communication to increase your awareness of all incidents as they’re happening.