Incident Management Notification Channels

Today I am thinking about Incident Management and in particular, how I am notified when a critical incident occurs. As I logged in this morning and casually browsed my ever-growing inbox, I was struck by the critical incident notification buried amidst the usual collection of marketing invites to webinars and product demos.

Incident Management Notification - ad banner

At the same time my smartphone pinged to alert me of a price drop on the new shiny thing I am following on a well-known shopping app and my social network proactively advised me that there were 4 more conversations to catch up on.

When we are now constantly bombarded with information alerts and requests for feedback, reviews and other self-generating content creation, I wonder why it is that email seems to remain the primary method of incident management comms.

Other areas of my life are managed via push notification to the phone or by subscribing to interest groups that allow me to fine tune the priority and type of content that I want bought to my attention. But Incident Management notifications and updates still sit in a queue of ever more irrelevant, uninvited messages – that are almost back to pre-GDPR numbers I also note.

Many modern ITSM tools are capable of pushing notifications to an app. Most organisations also make some use of an internal chat function or business social site like Yammer. In the new-norm work-from-home world we rarely email each other for any other important issues.

The Service Management world needs to come into the present and pick more appropriate and immediate channels – especially for major incident notifications. As the world vies for my attention, and is getting increasingly better at winning it, Service Managers need to keep pace to remain relevant.

And don’t get me started about the emails to say that the network is down – I mean really?