Need for automation

In this era of automation, incident management plays a decisive role for an organization’s success. Automation enables a business to categorize, scrutinize and report a problem in no time so that standard business operations can be restored on time without cost implications. Automation creates an expectation of improvement for incident and change management while ensuring stability, speed and accuracy. It helps an organization to manage cost effectively and improve the quality of IT services.

Prerequisites of automation of incident management

The following are certain prerequisites that need to be considered before initiating automation process in incident management.

  • First it is essential to locate criticality and risk factors in a business before automating incident management.
  • In order for automation to classify and remediate, a large pool of valuable and credible data is required.
  • It should focus on continuous process improvement.
  • Services and business rules should be well defined.

Impact of automation in incident management

An efficient incident management decides the success of an organization. It quickens the process of identification, analysis and restoration, however with manual incident management the process does not remain effective. The following are the reasons why incident management needs to be automated:

  • Save time and money

Automation of incident management effectively diminishes manual effort, hence saving time. This enables the employees to focus on more imperative business functions and improve productivity. Since the approach taken is proactive, it reduces the risk of future expenditure, thus making it more cost-effective.

  • Improve communication

Through the process that involves detection, diagnosis, repair and recovery, communication improves a lot between people involved in the process. Automation of incident management makes communication flawless through bi-directional communication channels – such as email, phone, SMS, and messenger.

  • Centralize data access

Automation of incident management ensures a central dashboard that allows data access on a real-time basis. It makes the process simple and efficient for the entire team to access and control data throughout the process.

  • Planning and organizing

Automation helps in internal planning making incident management more effective. It also improves workflow monitoring that plays a crucial part in timely recovery and resolution. Starting from timely notification to automated corrective actions the entire process is integrated and organized.

  • Business impact

Outages and breach of security can result in loss of revenue, also negatively impacting customer perception and employee productivity. The other long-term impacts include damage of reputation and loss of consumers. Automation of incident management ensures faster restoration of service.

  • Proactive approach

The proactive approach manages incidents in a better and efficient way thus, potential incidents can be addressed on time. Through correlation and prioritizing of incoming alerts risk is eliminated. The automation process can reduce downtime by up to 90%.

  • Transparency and accountability

Automation of incident management increases visibility and transparency this creates a cohesive team environment.

  • Reduction in incident volume

The enhanced quality of incident management resulted in 30% reduction in incident volume. Here, application of filter in monitoring alerts enhances relevance of notification.


For automation to work successfully in incident management, IT systems should be connected. A set of well-coordinated processes, knowledgeable staff and effective stakeholder communication is essential to minimize business impact due to major incidents. Automated incident management made a huge difference to a renowned internet service provider. A WannaCry ransomware attack detected in their network was located through alarm and isolated and snoozed. It enabled the IT security team of the company to stay in control of their incident response (IR) activities and respond to such alerts with swift and effectiveness.