Improve the speed and success rate of your deployments. Your Challenge ITIL provides a release and deployment process framework that is very difficult to scale. Many release and deployment activities can be automated, but a high level of automation may not be necessary or valuable for every organization. Without a formal process in place, deployments are too frequent and costly, and the live environment is at risk. A right-sized process will minimize the frequency of deployments, protect the live environment from change-related incidents, and employ a level of automation appropriate for the organization’s needs. Our Advice Critical Insight Regardless of your level of process investment, the process steps will remain the same; all releases must be planned for, built, tested, approved, deployed, and validated. It is in the level of automation and investment in dedicated staff that you have the opportunity to right-size; the process won’t change, but with greater investment, you may be able to accomplish things faster and with fewer errors. Begin by establishing effective standard operating procedures, and then invest in people and technology in a manner that matches your organization’s needs and resources. Impact and Result Determine an appropriate target state for your release and deployment management process, and identify performance gaps. Fill those gaps by leveraging the experience and insights of industry peers and ITIL experts. Achieve faster and more successful deployments with a release and deployment process designed to meet the needs of your organization. Reduce operational costs by automating manual and resource-intensive tasks.

1. Avoid the pains of poor Incident Management.
An ineffective Incident Management process will lead to lost productivity, more downtime, and higher support costs.
Commonly experienced pains within Incident Management:
Incidents take too long to resolve  Increasing downtime and decreasing user productivity
Incidents are escalated too quickly  Increasing costs
Improper fixes during initial treatment  Process confusion, lost productivity, prolonged outages
Poor incident prioritization  Incidents with higher business impacts sit in a queue, prolonging the outage and organizational impact
If an effective Incident Management process is not established these pains will only grow worse as the organization or the number of services
supported by the IT department continues to grow.
Develop a right-sized Incident Management process that enables faster, better quality and lower cost incident resolutions.
Build your Incident Management process roadmap using the recommendations from your respective Incident Management target state.
Promote multiple methods of incident detections by leveraging your staff and technical capabilities.
Don’t make your staff re-invent the wheel. Prevent redundant work and wasted time by consulting a knowledgebase during initial triage.
Customize your incident categorization and prioritization schemes to allow effective incident investigations and rapid resolutions.
Don’t manage all your incidents with the same set of procedures. Develop workflows that are tailored to your organization’s incident categories.
Don’t shy away from building vendor support and engagement into your organization’s support structure and incident investigations. Although
expensive, proper vendor escalation will prevent incident investigations from stalling.
Don’t conduct your Incident Management process in isolation from your other Service Management practices; coordinate with Change
Management to assess and apply required fixes.
Manage your critical incidents effectively by developing a separate set of procedures.
You have an opportunity to right-size the level of investment in technology and staff. The process won’t change, but with greater investment, you
may be able to resolve service issues faster and more effectively.
Use our gap analysis tool to measure the gap between your current performance, and the performance demanded by your target state.
Use our maturity assessment tool to assess your process completeness. Regardless of your target state, the process steps will remain the same;
monitor incident treatment from initial detection to final service restorations. Identify what areas of your process need to be improved or
established.
Use our blueprint to develop a comprehensive and right-sized Incident Management process. Document the process in our Standard Operating
Procedure template.
Launch your process by utilizing a clear process roadmap and action plan.