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Does Your Incident Tracking System Promote Collaborative Team Environments?

September 30, 2016

Team performance is key, particularly when it comes to incident management. To better understand why this is the case, let’s consider the differences between a proactive and reactive incident management team.

Whereas a proactive incident management team takes steps to identify problems before they escalate, a reactive team maintains a wait-and-see approach. As such, a proactive incident management team likely prioritizes collaboration and communication, thereby ensuring its team members can work together to achieve common goals. On the other hand, a reactive incident management team may be siloed. And as each team member works independently, short-term problems may go unresolved due to a lack of communication and collaboration among team members. Over time, these problems may become long-lasting issues for a business, its employees and its customers.

A proactive incident management team is ideal for companies of all sizes and across all industries. Now, thanks to an incident tracking system that offers team management capabilities, a company can help its incident management team go from reactive to proactive in no time at all.

There are many reasons why an incident tracking system that offers team management capabilities is a must-have. These reasons include:

  • Multi-Team Hierarchy: Consolidate in-house and outsourced teams into a single group and delegate administrative tasks across a team as needed.
  • Bulk Imports: Import users, groups and group user assignments using Excel templates.
  • Team Contacts: Assign group or team contacts to improve team monitoring and management.
  • Exchange Synchronization Integration: Automate team member changes by pushing any changes from a premise-hosted exchange to an incident tracking system’s cloud.

Let’s face it – administrative issues may plague an incident management team, regardless of its size. Fortunately, an incident tracking system that offers team management capabilities helps incident management teams streamline their operations. The system empowers an incident management team with the ability to keep the right team members up to date throughout all phases of an incident. As a result, an incident management team can use this system to speed up incident response and gain unprecedented visibility into downtime, outages and similar issues.

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