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Incident Management

The Vigilant Difference: Eliminate then escalate

Customers' perception of IT is based upon the responsiveness and availability of the services they use, and IT's ability to restore these services upon incident. Seasoned IT professionals know that fixing the problem is not usually the challenge; it's finding the problem, and the owner who can fix it, that becomes the real struggle. Vigilant's approach aligns process and technology to provide timely and effective help to IT via the Service Desk and IT Support staff.

Vigilant Incident Management Service Sheet

The process of elimination is a basic concept for any troubleshooting procedure; and yet, organizations still call "all hands on deck" when a business system fails. The biggest reason is that fault isolation and problem ownership are not clearly identified before a failure occurs. The middle of a firefight is not the time to preach process gospel; that should have started long before the service was made available to customers. A Service Management approach looks at the full makeup of the service provisioning, enabling the first-tier support team to identify who owns the issue, and who does not. Communication strategies are defined so that everyone can GetAware™ of status and next steps without hindering those focused on getting the business running again.

Using the Vigilant Experience Model™, a Business Service Management (BSM) approach is taken so that elements of the customers' experience of that service can be closely monitored. Next, the Vigilant System Mapping process is used to identify what critical services IT is providing to the business, how the customers access that service, and provide a detailed map of each system and sub-system required to support that service. This also establishes the foundation needed for a Vigilant's ServiceCMDB™ (SCMDB); a customer focused Configuration Management Database that best aligns IT assets to business services.

A Vigilant IT organization is focused on improving the customer experience. GetVigilant Incident management solutions and GetResults for your business by reducing the down time and increasing service availability.