Loops in incident management can cause significant delays and resource waste within companies. Did you know that an incident can move between departments without being resolved and end up back where it started? This common issue in many operational settings affects efficiency and increases response times.
What Is a Loop in Incident Resolution?
In incident management, a loop occurs when an issue is transferred between multiple departments without resolution, leading to delays and resource waste. This can happen due to a lack of coordination, ineffective processes, or poor responsibility assignment. With Inverbis, you can identify these loops and resolve them before they seriously impact your company’s performance.
Example: A Loop Between Operations and Quality
Imagine this scenario: the Operations and Compensation department sends an incident to the Quality department, expecting it to be resolved there. However, Quality sends it back to Operations. As a result, there is a 4-day delay in resolving the issue, affecting the overall process efficiency. Learn more about this example in this video.
This type of loop is easy to overlook without the right tools to monitor workflows.
The Impact of Loops on Operational Efficiency
Loops not only cause delays but also have other negative effects:
- Time loss: Each back-and-forth of an incident adds days or even weeks to the total resolution time.
- Inefficient resource use: Involving multiple departments unnecessarily wastes valuable resources on resolving a problem that could have been managed more efficiently.
- Customer dissatisfaction: Delays in incident resolution can directly impact customer satisfaction, as responses take longer than expected.
How to Avoid These Loops with Inverbis Analytics
With Inverbis Analytics, you can easily detect these loops using process mining. By analyzing the incident workflow, you can visualize cycles and transfers between departments, allowing you to make informed decisions to reduce resolution times.
What Loops Are You Overlooking in Your Company?
Identifying loops is just the beginning. Ask yourself: What other processes in your company might be experiencing unnecessary delays? With a process mining tool, you can uncover improvement areas across your operations, optimizing not only incident management but other critical aspects of your business.
