When things go wrong, we have a plan.
Structured incident management with clear severity levels, defined escalation paths, and communication throughout. You always know the status of your issue and what is being done to resolve it.
Incident management that keeps you in control.
Every incident is handled with a structured process that minimises downtime and keeps all stakeholders informed.
Severity Classification
Every incident is classified on a four-level severity scale from Critical to Low. Classification determines response time, escalation path, and communication frequency.
Escalation Management
Defined escalation paths ensure the right people are involved at the right time. Critical incidents are escalated to senior engineers and management within minutes.
Stakeholder Communication
Regular updates are sent to affected users and stakeholders throughout the incident lifecycle. No one is left wondering what is happening.
Incident Documentation
Every incident is fully documented including timeline, actions taken, root cause, and resolution. Documentation is available for review and audit.
Root Cause Analysis
For significant incidents, a formal root cause analysis is conducted and a report provided. Recommendations are made to prevent recurrence.
Post-Incident Review
After major incidents, a post-incident review is conducted with your team to identify lessons learned and improvements to processes or infrastructure.
From detection to full resolution.
A consistent, documented incident process that minimises downtime and prevents recurrence.
Detection
Incident detected via monitoring alert, user report, or engineer observation. Immediately logged and timestamped.
Classification
Severity level assigned based on business impact and number of users affected. Response SLA clock starts.
Escalation
Appropriate engineers and stakeholders notified based on severity. Critical incidents trigger immediate senior involvement.
Investigation
Engineers investigate root cause while implementing workarounds to restore service as quickly as possible.
Resolution
Service restored and incident resolved. All affected users notified. Full resolution summary documented.
Review
Post-incident review conducted for significant incidents. Root cause analysis and prevention recommendations provided.
How UK businesses benefit from structured incident management.
Manufacturing Company, Sheffield
A manufacturing firm experienced a complete network outage affecting 80 staff during peak production hours. Their previous provider took 4 hours to respond.
IP Four classified the incident as Critical, escalated to senior engineers within 5 minutes, and restored service in 47 minutes. Full RCA provided within 24 hours.
Retail Chain, Glasgow
A multi-site retailer needed a structured incident process to meet their cyber insurance requirements and demonstrate IT governance to their board.
Incident management documentation and monthly incident reports provided the evidence required. Cyber insurance premium reduced by 18 percent.
Professional Services, Edinburgh
A consultancy firm was losing client confidence due to repeated IT incidents with no clear communication or resolution timeline.
Structured incident communication meant clients received updates every 30 minutes during incidents. Client satisfaction with IT handling improved significantly.
Ready for IT incidents handled properly?
Get a fixed-price quote for managed IT service desk with structured incident management included as standard.