Security News > 2020 > September > Incident management tools and processes insufficient to enable innovation

The research found that comparatively, across the Incident Management Spectrum, only the most advanced organizations have isolated keys to success across business and incident management functions.

To assess the efficacy of incident management in organizations, the State of Automation in Incident Management analyzed components of a comprehensive incident management practice and how organizations detect, resolve and learn about incidents.

Responses to survey questions were further analyzed and scored to determine an organization's position in the Incident Management Spectrum based on approaches to incident management.

The four categories within the Incident Management Spectrum include: ad hoc where there is no formal incident management practice; traditional incident management, an approach driven by service desk tickets and ITIL processes; modern incident management where individual teams detect and resolve service-based issues; and adaptive incident management where a scalable and service-centric model harnesses as much automation as possible.

Most organizations who employ a traditional approach to incident management use service desks and process-heavy approaches, whereas modern organizations leverage incident management tools for incident response and management.

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