Incident management – how it works and benefits for your business


Effective incident management is a fundamental part of keeping any organization’s systems running smoothly. It involves both proactive and reactive measures designed to ensure that outages don’t happen in the first place, but if they do occur then they are discovered quickly and dealt with effectively. Without such measures in place, organizations can suffer serious business losses as customers cannot access services and products reliably. In this blog post, we’ll explore what incident management is, incident management benefits and why it matters for businesses and how to implement an effective strategy within your organization.

Types of incidents in the businesses

In any company of any size, it is important to be aware of the types of incidents that can occur. These range from minor office problems such as the loss or misplacement of documents to major workplace disasters such as natural disasters, accidents and security breaches. We would like to outline few possible incidents:

  1. Nature disasters: floods, earthquakes, blizzards, etc.
  2. Fires
  3. Health problems of your employees
  4. Thefts and burglaries.
  5. Hacking attacks
  6. Blackouts
  7. Broken machines
  8. And many other situations which influence a normal business day and cause a downtime

Lost time due to these incidents can severely impact a company’s productivity by slowing down otherwise efficient workflows and increasing overhead costs. In addition to this, there are also moral issues which need to be taken into account when dealing with incidents in the workplace such as sexual harassment or bullying. All business leaders should take measures to ensure their respective companies are prepared for all potential risks and crises which may arise in times of uncertainty or adversity. Companies should consider a variety of reactions; ranging from active responses such as insurance policies or data backups, to preventive measures like employee training programs or installing a full scale security infrastructure. Planning ahead is essential if a company wants to be well-equipped when something goes wrong.

Implementing incident management structure in your company

Incident management is an important part of any organization’s overall risk management approach. It involves proactively identifying, analyzing, and responding to potential security issues in a timely manner. The process starts with identifying an issue. During this phase, organizations must determine the structure of their incident response plan, the potential impact on customers or services, and the root cause of the issue. Next, the intensity of the incident must be analyzed to assess the severity and urgency. From there, proper measures must be taken to contain and mitigate the damage it has caused. Finally, effective follow-up steps need to be taken after all affected areas have been addressed to ensure minimal disruption in service. By implementing these steps efficiently and consistently, companies are taking better control of their cyber security environment with fewer opportunities for incidents to occur in the future.

5 steps in incident management


Recording incidents doesn’t have to be a time-consuming hassle. Logging all relevant details in one comprehensive tool allows your team to process any incident efficiently, no matter the urgency or caller. Streamline this workflow further with automated email updates and standardized fields for even more smooth sailing throughout your organization’s operations.

Notification and escalation

Responding to an incident can be a delicate operation that requires prompt attention. When appropriate, quick action is taken after the initial logging of details and if necessary triggering an official alert for more urgent cases. Skilled personnel are assigned with responsibility for managing any alerts that arise until their resolution, ensuring careful escalation measures when needed.

Incident prioritization

Proper allocation of resources can make all the difference when it comes to responding quickly and effectively to incidents. With a clear priority system in place, businesses are able to ensure that time-sensitive issues remain at the forefront, ensuring continued service for customers as well as employees without any disruption.

Investigation and diagnosis

The IT team should always help with any technical issues. They will provide an in-depth analysis and a solution, or escalate the incident for further investigation. Either way, they’ll be sure to get your employees back up and running quickly.


Effective communication can be the key to quickly resolving and closing out tickets before they get bogged down. With automation, not only can resolutions come more swiftly but also there will be a better understanding of how future incidents might best be avoided or handled with greater speed.

Incident management benefits

Restore services and production faster

It is very important to react and resolve all the incidents in the company, so you can continue on working and serve your clients

Reduce costs

Incidents can be a very costly event with huge consequences, but if you have an incident management system installed in your company – you can react swiftly and avoid these costly mistakes.

Ensure workers safety and health

With an indoor positioning system or lone worker protection function, you can react fast and help your employees in a fastest manner. Evacuation plans, panic buttons and all other measures will ensure the best possible security to your most important asset – your team.

Collect important data

While tracking all the data you can identify involved parties in the incident and prepare yourself for the next such event.

Create a better overall process

By utilizing continuous integration and delivery techniques, organizations can deploy changes at an increasingly quicker rate. This works to both decrease the number of incidents that arise due to bugs or technical debt as well as accelerates their resolution time – thus setting up a virtuous cycle for continued improvement in complex systems over the long-term.

New Voice experience in incident management

Our team has more than 30 years experience in various incident management projects and infrastructures. We have installed many incident management platforms and we are ready to help you in any possible security matter: from sand storms to lone worker protection, from burglaries to business continuity management.

We have developed and still daily develop and improve our own security softwares: MobiCall, NVX and MobiCall.App. A full scale incident management infrastructure is our passion and we would be more than happy to help you.  

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