Well, we’ve met in Incident PIM meetings and discussed theories and concepts for months. We’ve drafted and redrafted proposals that finally got passed in Leadership Council. We’ve done a series of training (and have yet to do more) to help implement our ideas into the hearts of our OIT employees. And this week the Incident Process Advisory Team (PAT) started meeting.
The Incident PAT is where the rubber meets the road. This is where we analyze metrics to see if the process is actually working. We discuss ways we need to improve. And then we make assignments to implement those improvements. This week we specifically discussed changes to Incident ticket categorization, creation of reports to measure metrics, and ticket resolution. The time for abstract theorizing is over. This is the process in action!