The Ultimate Guide to Solving Incidents

This guide and workbooks and live coaching where you want it, take you step by step through the whole process of solving incidents. I give you precise instructions on even when you have an incident and then what the exact process steps are to solve it. Of course, I do not know your business. You do. But I do know how to solve incidents. I’ve doing that in various capacities for the past 30 years

The key to getting back up and running after something went wrong is to know first of all that something has happened. Sounds obvious, and yet this already where it goes wrong in so many cases and companies. In other words from the very beginning, people and processes may be looking in the wrong places, or worse, not looking at all while your clients are not getting the service they deserve.  So, you need to get back up and running as quickly as possible, without making more problems in other processes.

You know your business best and you know the price of not delivering your service. You may even feel that improvement is possible within your own incident handling.

Losing time when several of your people are chasing incidents without a solid and practical plan to guide them makes you lose money. Gartner found in 2014 that on average the cost of outage for an mid-sized company is $5600 PER MINUTE. That is staggering! But it is obviously just an average. A more recent report from Ponemon found in 2016 that that number had risen to almost $9000 Per Minute. A typical mid-sized company may spend up to $1 Million per year on incident management.

Even in small companies, the costs are significant. An industry standard number used by Atlassian for small companies is $427 PER MINUTE.
That translates quickly to over $5,000, even if you manage to solve the thing in less than 15 minutes. Are you feeling particularly lucky or hopeful?

Then let me remind you: Hope is not a strategy. And it turns hope into a PLAN.

1. What is an incident?
   Here I explain the different forms an incident may take. And we’re not just talking Information technology or computers. We also look at business incidents..
2. What is the Lifecycle of an incident?
   What stages does the incident go through from detection to resolution? And what do ned to pay attention to? Hint, it may not be your KPI’s…
3. People, your key!
   They are your key resources. We all say that…. But do you treat them like that too? Are the right people in your organization handling your cost heavy interruptions? And are you getting in their way to solving the money drain problem?
4. How to pull it together (your organization)
   Even the best team in the world cannot do its job without a good organization and a plan. Find out how best to make Incident management and some of its sister jobs to fit the culture of your business.
   You also receive guidance on how to deal with Major incidents as they need a bit more massaging.
5. All of the above in presentations and video and audio.
6. We have an upgrade to get onto a call with Gert to ask your specific questions and to see if you want to take things even further.
7. We have a corporate upgrade if you want to use the presentations inside your company as training material as long as you keep the branding intact. That alone will save you days or even weeks of work when you want to bring the rest of your company up to speed on how it’s done in reality.

I guarantee you actual insights into how incident management works in real life, based on best practices etc, but with real practical guidance by someone who’s been in senior management and in the trenches for 30 years. And every time the you know what hits the fan, they call me to sort it out. So Yes, I’m with you! I guarantee you this is the stuff I do myself to get my clients out of serious trouble again and again.

I'm not into the whole sign up TODAY!!! thing.  I just do not believe it and I do not think it is authentic; If you know me, you know I am all about being transparent. So knowing that... the more I think about it, the less I like the price. I mean come on, even a small company will make its money back even if 1 incident is solved 3 minutes faster, or even if 1 incident is avoided because of the info in this guide. In my honest opninion, this thing is worth at least $4500. Because it is long and gives you every single possible iteration? No. Simply because I know what I do to solve problems for my private clients (they spend about €200K per year with me — verifiable) and this guide gives you what you need to know, and more importantly what you need to DO.

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