Incident Management

The Incident Management Module provides a number of valuable functions to help you respond and manage incidents.

The ‘task’ feature automates the distribution of tasks to responder(s). A task can contain Action Plans, Checklists and other Digital Assets to help the responder(s) do their part in the process efficiently.

Checklists can be used to carry out activities in which it is important that no step is forgotten and/or tasks must be done in an established order. Checklists focus attention on the job at hand and ensure nothing is missed helping to maintain consistency and good practices in a very easy and convenient way.

All remediation activity, decisions made and time to complete the tasks are recorded. The system tracks when tasks have been completed. It also provides valuable audit trail data for post-incident review and continual improvement.

Task Manager

The functions provided in the Incident Management Module include

Creation of tasks in advance or during a real time incident.

Each task containing remediation activity and/or checklist of the process, with supporting digital assets and links to information the responders will find helpful. (i.e. Checklist, Schematics, Photographs/Videos, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Allocation of each task to a task owner or group.

Eash task can be assigned to a person or a group, often called responders. In the event of an incident any one of the assigned responders can take ownership of a task, complete the work and/or update the checklist keeping others informed of task status and activity progress.

Setting of timeline KPIs for when tasks must be accepted and also completed.

Each task can have a “time to accept” and a “time to complete” KPI defined. This allows task to be managed and monitored throughout.

Escallation if tasks are not completed on time.

If a task is not"accepted on time" or completed on time" the task can be escalated to new responders. The progress of  each task can be viewed in real-time in the Control Console by the incident managers.

Workflow and Escalation

Escalation process if a task owner does not accept within time specified

The system will automatically escalate a task if it breaches the “time to accept” KPI. The progress of each task can be seen in real-time keeping users informed.

Escalation process if a task owner does not complete the task within time specified

The system will automatically escalate a task if it breaches the “time to complete” KPI. The progress of each task can be seen in real-time keeping user informed.

Workflow option to set predecessors before a task can be completed.

Incident manager can plan the optimum workflow for the incident and setup each task accordingly. They can set the order in which tasks are executed and set predecessors for task to match the workflow. The progress of each task can be seen in real-time and users kept informed of the status.  Set Recover Time Objective (RTO) Incident resolution objective and performance analysis.

Delegation option for first task owner.

A task owner can reassign the task to another responder if they do not have the capability or capacity to execute the task successfully or co-opt support by delegating the task to other colleagues. The same flexibility is available to incident manager if they wish to override the system allocation of tasks.

Tracking of task to completion.

Incident manager gets full visibility of the status of each task from acceptance to completion. The system will keep the users informed of changes to the status of each task as well as provide dynamic reports. Every step of the way the task owners can communicate with the incident manager and other stakeholders, with just one click Crises Control establishes a Conference Bridge.

Post-incident audit trail with activity timelines.

Thorough the lifecycle of the incident all resolution activity, calls, messages, decisions and communications are recorded for post-incident review and analysis. Performance analysis and detailed audit data is captured to support review and continual improvement.

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