By Aclaimant

Dec 27, 2021

In today’s volatile business landscape, you need to have a response plan ready to address the next unforeseen challenge your organization encounters. When facing an IT system failure or physical infrastructure problems, a robust incident management process minimizes the effect of incidents by restoring normal operations as quickly as possible. 

Here’s how to implement an effective incident identification and problem management protocol to help mitigate harmful service operation disruptions. When the unexpected arises (and it will), the last thing you want to be is unprepared. 

Implementing an Effective Incident Management Process 

Create an incident or claim file

The first step in any incident management process (IMP) is to electronically submit accurate incident categorization reports. As part of the initial diagnosis process, you want to route service requests to the appropriate escalation party or directly to carriers or third-party administrators (TPAs) for insurance claims covering workers’ compensation, general liability, cyber, and auto.

Ensure file security

Be sure to centralize the collection of digital files and email communications relevant to the incident. By storing all relevant data in a single place, you can easily search, tag, and rename files to make the information easy to track down. Relevant notes and information should be electronically stored, with all information available to people who are granted access to the file.

Categorize the incident 

Categorizing incidents helps you determine which trends require training or problem management. Here you should assign a category and at least one subcategory to an incident. To prevent redundancy and expedite the process, assigning appropriate categories to incidents makes it easier to escalate.

Investigate with systems analytics

Now you want to digitize and organize safety, incident, and claims usage information internally and from carriers and TPAs. With the help of systems analytics, you can generate new insights about incidents and claims activity once shared with management. These insights will help you prioritize incidents based on urgency and impact on the business. 

Visualize a resolution

After analyzing the data, you want to visualize the attack path to identify the most business-critical targets. Then, you can use the information collected during the investigation to resolve incidents. For the sake of incident prioritization, follow this process in order of importance to your business operations. With this investigation and diagnosis process, you’ll put your organization on the best path to incident resolution. 

Resolution and Recovery Made Simple With Aclaimant

With revenue on the line, resolution, and recovery have to be your main priorities in an incident scenario. With these steps and the support of our risk management platform, you’ll find incident closure by knowing more about the strengths and weaknesses of your IT infrastructure. 


Stay prepared and schedule a demo with Aclaimant today.