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Incident management
Incident management is the set of steps by which any problem reported by a customer or colleague is received, logged, classified, resolved and closed: a device that fails, an incorrect invoice, a misallocated appointment, missing documentation. It includes keeping the affected person informed at each stage and recording what happened so it does not recur.
Why I consider it important
A badly handled incident costs more than the incident itself. A customer who does not know where their case stands calls several times, each call interrupts someone and the original problem remains unresolved. Logging the incident at first contact, with the data needed to diagnose it, avoids that cycle. And the accumulated incident log is the best information a company has about what fails repeatedly in its products or processes.
How I apply it
I log every incident the moment it arrives, with the affected device or case, the description as the customer gives it and what has already been checked. I assign a status and an owner, and tell the customer what the next step is and when. I close only when the customer confirms it is resolved.
Concrete examples
INDIBA2023–present
receiving a radiofrequency device incident by phone or email, logging it in Dynamics 365 with serial number and symptom, opening the technical service case, arranging pick-up and, where appropriate, shipping a loan device so the customer does not stop working.
Clínica Dermik2015–2021
handling patient complaints about appointments, invoicing or insurer authorisations: listening, checking in SALUS, proposing a solution and recording it for management.
UOC2021–2023
resolving candidates' issues with the vacancy platform or the required documentation through the hiring round's single mailbox.
Tools I use for it
Related skills
Frequently asked questions
What data should be collected when logging an incident?
Who is reporting it, which device or case is affected (reference or serial number), exactly what is happening, since when, what has already been tried and how the customer prefers to be kept informed.
What is the difference between an incident and a complaint?
The incident is the problem; the complaint is the customer's formal grievance about how it was handled. A well-managed incident rarely becomes a complaint.
Why is it important to formally close an incident?
Because closure confirms the customer considers the problem solved and completes the record. A case abandoned without closure gets reopened, usually with more urgency.