Leverage analytics to critically review incident resolution workflows and identify process-level bottlenecks. Establish quick-response guidelines to resolve incidents within SLAs.
Segment incidents by category and use root-cause analysis to determine which underlying problems are causing recurring incidents in each category. Use your findings to take corrective measures and minimize recurring incidents.
Correlate change implementation and incident volumes. Identify which changes are likely to result in downtime. Provide proactive simulation training for your staff to handle such change-related incidents in future.
Perform impact analysis to understand how major incidents affect business-critical services. Create workarounds to minimize the impact of high-severity incidents and ensure business continuity.