Nailing the incident management process like an IT Operations pro
By Nick Wright, Atlassian Service Operations Manager
First, let me get something off my chest: front-line support people are the unsung heroes of every business.
I truly believe that tech support should be considered a service industry, and customers should be able to leave tips for agents who deliver excellent service. I would happily leave a tip for every killer support person who resolved my issues quickly—and with a smile–if only I could.
But I digress. If you’re reading this, you probably manage or serve on a help desk team. Your hair is probably also on fire right now. It really burns. The smell is awful, too. So let’s do something about that—and get your IT incident management process under control.
Before we dive into incident management, though, let’s get on the same page about some common terminology.