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Using incident management for insights to make better decisions on how to allocate limited resources and support continuity and resilience in the Registrar’s Office.
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The traditional work-by-email model showed its fragility during a period of disruption due to position turnover in Summer 2022. Our team knew we were busy, but identifying the brightest burning fire was impossible. On August 1, 2022, our team implemented an incident management framework to triage work requests and identify “hot spots” needing attention. Long-term, incident management has provided insights to make better decision on how to allocate resources as well as supporting continuity of operations and resilience in the face of disruption.
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