Incident Management System Using Dynamics 365 and Office 365

incident-management

A workplace incident can sometimes be referred to as an incident, an issue, a hazard or a near miss. If not managed effectively these incidents could escalate into a major crisis / disaster and in some situations lead to legal consequences. Incident management describes the actions taken by an organisation to identify, analyse and rectify these issues and implement preventive measures. The incident management team or the incident response team deal with the reported incidents.

Larger organisations usually have an internal incident reporting process that involves a multitude of forms and documents to be attached at each stage of the incident management lifecycle. The management process differs depending on the type of incident. While most organisations still prefer to use traditional paper-based forms to record and maintain incident logs; in case of sensitive matters it is better to have a secure digital records instead of paper-based forms.

Dynamics 365 + Office 365 based Incident Management System

This article talks about the instances when incidents are recorded and maintained digitally using Dynamics 365 and SharePoint online (now part of Office 365). Let’s look at the features provided by a Dynamics 365 + Office 365 based system and how it helps handle this sensitive process with discretion and care. Some of the basic capabilities offered by the system includes the ability to:

  1. Create, modify, resolve and close reported incidents
  2. Generate and associate unique code to each incident
  3. Activate a workflow to categorise, prioritise and assign to the right individual / team (depending on the type of incident)
  4. Notify incident management team members as soon as an incident is submitted
  5. Notify incident owners about issue resolution
  6. Manually add new incident categories
  7. Record and maintain audit logs of all reported incidents

In addition to providing the above mentioned capabilities; the tailored incident management system ensures the whole incident management process is secure with only a specific set of users having access to the reported data. For example, a highly sensitive issue such as abuse should only be accessible to a team that is qualified and trained on handling such matters.

Why Dynamics 365

Microsoft Dynamics 365 is a great platform to implement an Incident management system. It allows organisations to configure and customise the system to add fields and categories according to their business requirements. Notification, incident categorisation and prioritisation workflows can easily be added as well. Microsoft Dynamics suite of products are well known for offering best-in-class security features and Dynamics 365 is no exception. Companies can add record-level, field-level and/or team-level restrictions for viewing, editing or actioning the reported incidents.

Users can easily build custom forms using SharePoint online (now part of Office 365) or Dynamics 365. Below if a custom form designed in Dynamics 365 to record incidents.

incident-form

This form replaces the traditional paper-based form and captures detailed information about the incident. As it is within Dynamics 365; it automatically triggers appropriate workflows to start the incident management process.

The role of the incident management team does not end with issue resolutions. They are also responsible for coming up with remedial measures to prevent any future triggers and apply these into practice. Periodic reviewal of historic data helps improve business operations and fix any process bottlenecks that can hamper the company’s growth or reputation.

Incident Reporting

Dynamics 365 dashboard reporting can be used to build visual charts that can be analysed to make informed business decisions. Seamless integration with Power BI extends its analytics capabilities and organisations can leverage this to drill down further into their operations and processes.

Incident graphical reporting is easily done in Microsoft Dynamics 365 by utilising graphs and charts. As long as the entity information that you want to report is available in Dynamics 365, building a chart takes only a few minutes as seen here:

incident-reporting incident-reporting-timeline

The incident management team works tirelessly to establish a proactive and preventive organisational culture. With the help of a flexible and secured incident management system developed using Dynamics 365 and SharePoint online technologies, the team is well equipped to identify, investigate, resolve and close incidents that can be detrimental to the company’s growth or operational security.

Contact us for more information on implementing an incident management system using Dynamics 365 and Office 365 in your organisation.