5 Steps For Better IT Issue Management

Information Technology (IT) is great but comes with its fair share of ‘issues’. Businesses implement different technologies to facilitate operations ranging from cyber security (CS), database management (DBM), customer relationship management (CRM), inventory management (IM), logistics management (LM), and so on.

IT-related issues occur to varying degrees in every business. Just like with using a car, it’s not surprising for a technological system to break down or fail. So, when IT issues arise, you need to have an action plan of some sort to address those issues. You wouldn’t want it to linger for more than is necessary to prevent workflow disruptions.

When issues emerge, understand that there is a possibility that other systems may be affected as well. This posits every business that has IT infrastructures and solutions to make a plan to deal with issues beforehand. Problems are sneaky and they often occur with no announcement. You don’t want to be caught with your pants down when something happens. Therefore, you have to prepare for the worst, so to speak, for you to manage them properly when they happen. 

Moreover, the necessity for IT issue management will differ between companies. Companies that depend on their IT infrastructure will be disproportionately affected if an IT issue lingers for too long. If one part of the system malfunctions or goes down, other parts of this system may be affected. This downtime is not good for the business’s bottom line if it’s protracted. For smaller companies, this may not be as bad, but that doesn’t mean they don’t need to have an issue management process in place. Issues need to be dealt with as they arise.

That said, here are the steps your business can follow to deal with IT issue management better. 

  • Use Managed IT Services 

Your business needs a virtual IT manager on standby all the time that monitors and manages your IT systems. An IT manager will identify IT issues promptly and solve them just as quickly. Check out IT support in Boston from NENS for more information.

Virtual managers are of great utility for any business. Issues can occur at any minute, anytime. You cannot ever really adequately expect when something is going to break down. And mostly, all that you can do is to try your best to deal with an issue as it arises. Having a virtual manager on hand enables you to detect issues faster. Also, the other benefit is that virtual services are relatively affordable compared to other alternatives. 

  • Identify And Report Issues Promptly 

This is usually the first technical step in the IT issue management process. If you’re going to deal with an IT issue, identify what it is first and then report it as promptly as possible. You can put issue management processes in place that identify and report problems as they arise. Or, you can bake these features into the systems that are already presently working at your organization.

Remember, the timing is crucial. The more time that you waste, the greater the risk that the situation worsens. Therefore, it’s best to report an issue as soon as it arises. Using human senses may not suffice for spotting problems all the time. That’s why you need the help of an issue management system or, as mentioned before, having a virtual IT manager. You can then draft an action plan to address the specific issue(s).

  • Evaluate Impact 

The next step is to establish the impact of the IT issue. Identify which systems have been affected and the employees who have been or are going to be affected by this issue, e.g., if the CRM software has a glitch, you can reasonably estimate that your human resources team is likely going to be affected for the duration that the system is down. Consequently, you ought to assess other affected systems.

If a series of problems occur simultaneously, you need to prioritize which issues need to be addressed first. The order of importance may vary depending on the issue. So, you need to identify which processes or systems need to be fixed first. You can’t solve every problem at once. 

  • Respond Quickly 

Once you have established the issue at hand, proposed solutions to fix the problem, and prioritized what you need to fix first, you need to mobilize resources quickly to address those issues. Remember, time is money. And for some businesses, it is vital because an IT issue or breakdown can cost them extensive amounts of money in downtime.

Also, responding quickly gives you a greater chance at addressing problems before they worsen, e.g., if there is a cyber security breach, you need to address it quickly and shut it down immediately to prevent or shut out cyber hackers from continuing to penetrate your system and getting access to sensitive information. This is why it’s important to respond quickly. 

  • Monitor Progress 

Once an action plan is in motion, your job is to observe whether the implementation process is going as planned. Perhaps you need to just ensure that you are in constant communication with the people who are dealing with the implementation.

You may not need to be directly involved in the monitoring process. However, you need to be aware of what’s going on as far as closing out the issue completely is concerned. Because you don’t want to leave an issue hanging. So, you want to always be on guard to check if everything is going as planned. 


For your organization to deal with IT issues better, the best thing to do is to use managed IT services. Their flexibility benefits you as a business because you’re not limited by physical constraints. You also need to ensure that you have an IT issue response strategy or plan in place at all times.