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Most banks face different challenges when it comes to their incident management systems. Primary challenge remains in efficiently implementing the incident management process. This includes managing a process across diverse groups of employees and contractors spread across multiple domestic and sometimes overseas as well. Next is the problem of integrating various legacy and 3rd party vendor tools used by different groups within the bank. That’s not all, banks often have to ensure that their managers who travel, should have access to the incident management process so that any process is not held-up if any particular manager doesn’t have access to any information owing to firewall procedures. To manage and route ‘production incidents’ in real-time to the right personnel for evaluation and resolution is highly essential for a bank. So while some banks do this manually, the actual success of the process eventually will depend on the adherence of discipline of each process participant to ensure an error-free process. And if the bank then opts for various tools from different vendors to automate such processes, the issue that they face most often is that these disparate tools don’t talk to each other! The after-effects of these disjointed tools become very apparent when every tool operates as a silo and remain largely isolated from the larger ecosystem of tools. This means that inconsistencies and duplications are guaranteed. So while the answer to all these problems most people would say is process automation, yet for an entity such as a bank, an automated process solution comes with its own set of complexities. Here are a few tips that can help such banks with their incident management process, these include: • Opt for optimized issues management tools: The tool that should be chosen should achieve all configurations and their processes through simple drag and drop mouse clicks without any coding. It should be equipped with multi-level role resolution to enable proper implementation of complex processes. • Have an effective application lifecycle management tool in place that can handle parallel simultaneous activities and cut down overall cycle time. It should enable efficient multiple tool integration, which means that right from a test management to an internal release management tool, the tool should give the bank freedom from avoidable mistakes. • Your incident management solution ought to allow for effortless management of information that is trapped in disparate tools. • ALM solution should enable active mobile access: Active mobile access allows users to be involved even when they are on the move. The solution should be secure and see that users can access and review data, edit items, complete tasks and approve works not just from their email capable mobile phones, but from any email system even if they don’t have access to the browser. Read more about Incident Management at Wikipedia.
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issues management tools, application lifecycle management, Incident Management,
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