Incident management

What is incident management in a company?

Incident management refers to all the processes put in place to detect, record, analyze, resolve, and document unexpected interruptions or disruptions in a company’s operations. Its goal is to restore a service or activity to normal functioning as quickly as possible, in order to minimize impacts on productivity, safety, or finances.

This practice is essential in all sectors, particularly in complex environments like construction, where unforeseen events can quickly lead to delays or additional costs. It relies on clear protocols, appropriate tools, and effective coordination among the involved teams.

What types of incidents are involved?

Incident management covers various types of situations:

• Human incidents (e.g., unexpected absence, workplace accident)
• Equipment or machinery failures
• Errors in schedules or digital timesheets
• Security-related incidents or cybersecurity issues

These incidents can be minor or major. Effective management helps minimize their impact on project progress.

How does the incident management process work?

The incident management process generally follows these steps:

1. Detection and reporting: An employee or automated system reports the incident.
2. Recording: The event is logged in a daily report or tracking platform.
3. Assessment: A team evaluates the severity and urgency of the incident.
4. Resolution: The incident is addressed according to a defined protocol.
5. Closure: Once resolved, it is documented to help prevent recurrence.

Tools such as a project management software or an employee time tracking application support this process by automating task assignments, alerts, and monitoring.

What are the benefits of incident management?

Implementing a structured incident management system offers several benefits:

• Reduced activity downtime
• Improved productivity
• Fewer scheduling errors
• Greater customer and employee satisfaction
• Traceability of events for analysis and prevention

This process is often part of a broader work schedule management or hour tracking strategy to optimize company performance.

Frequently asked questions about incident management

Is incident management only for large companies?

No, even small and medium-sized businesses can benefit from an incident management process, especially in field-intensive sectors like construction. Suitable solutions exist, such as an electronic calendar or a resource allocation software.

What is the difference between incident management and crisis management?

Incident management deals with frequent, quickly manageable events. Crisis management concerns serious, complex situations with broader impacts (e.g., major disaster, critical security breach).

How can common incidents be prevented?

To reduce incidents, it’s essential to take a proactive approach:

• Use real-time planning
• Automate attendance management
• Train employees on protocols
• Document interventions in a time tracking history

Continuous improvement and data analysis also help better anticipate risks.