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8 Important People to Connect with During a Major IT Incident

  • 8 Important People to Connect with During a Major IT Incident-

    Customers

    Keep them informed of the status of their service outage, and they will reward you with both fewer interruptions and greater loyalty. According to SQM Group, every 1 percent improvement in first call resolution produces a 1 percent improvement in customer satisfaction. They also found that, on average, customer satisfaction drops by 15 percent every time a customer has to call back about the same issue.

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8 Important People to Connect with During a Major IT Incident

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    Customers

    Keep them informed of the status of their service outage, and they will reward you with both fewer interruptions and greater loyalty. According to SQM Group, every 1 percent improvement in first call resolution produces a 1 percent improvement in customer satisfaction. They also found that, on average, customer satisfaction drops by 15 percent every time a customer has to call back about the same issue.

Major IT incidents and business disruptions occur at every company. When they do, specialized procedures kick in to restore service as quickly as possible. The IT service desk initiates IT’s response by alerting major incident managers, who assemble a major incident resolution team and get to work.

But restoration and resolution are only the tip of the major incident communication iceberg. Really effective major incident communication reaches out to a host of other people inside and outside the organization to share information, receive help, keep people up to date and prevent further interruptions.

In this slideshow, Abbas Haider Ali, CTO, xMatters, Inc., outlines eight important people to connect with outside the resolution process.

Abbas Haider Ali brings over 15 years of experience in networking, cloud-based services and multi-modal communications. As CTO of xMatters, he’s responsible for evangelizing the adoption of communications-enabled business processes, and has worked closely with more than 400 global IT organizations to create a vision for adopting intelligent communication strategies across business scenarios.