Comprehensive Review and Categorization of Issues: We would begin by thoroughly reviewing and categorizing all existing issues based on severity, impact, and frequency.
Review Existing Incident Management and SDLC Process: Assessing the current incident management and software development life cycle (SDLC) processes to identify gaps and areas for improvement.
Constant Communication: Develop an executive summary of the historical issues and disruptions, highlighting key problem areas and their impact on operations, for leadership to better understand the nature and scope of the issues. Communicate regularly with status updates, timelines, and expectations management throughout the improvement process.
Prioritize Problems: Collaborating with technology teams and clients to assign priority and criticality to each problem, ensuring that the most pressing issues are addressed first.
Recommend Changes to Incident Management Process: Enhancing the incident management process to ensure all issues are captured, adequately documented, and severity assigned. This would include: Capturing time, impact, description, Mean Time to Repair (MTTR), Mean Time to Fix (MTTF), and other relevant metrics. Establishing weekly incident management meetings to review the past week’s issues and problems.
Categorize Incidents and Assign Ownership: Classify incidents as internal or external and identify the root cause (vendor, external entity, software bug, configuration bug, deployment issue, etc.). Assign proper ownership for each category to ensure accountability and follow-up.
Review and Improve SDLC Process: Ensuring best practices are followed in the SDLC process, including, but not limited to, segregation of duties. Making appropriate changes to enhance the development and deployment process.
Assign Ownership and Set Expectations: Designating ownership of each issue with clear expectations for resolution timeframes, including any immediate mitigation steps that could be taken in the short term.
Regular Reporting and Communication: Establish regular reporting updates and progress communication with clients during remediation.
Historical Trends and Forecasts: Implementing regular reporting of historical trends and forecasts to track progress and anticipate future issues.
Set Improvement Targets: Establish targets for the technology organization to reduce the total number of monthly incidents, aiming for a 50% month-over-month improvement in the beginning and tapering off over time as the total number of incidents reduces to an acceptable number by severity level.
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