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A Growing Need for Incident Management Software

Gartner Research Examines Critical Capabilities for Case Management Frameworks

Roger Hughlett's avatar

By: Roger Hughlett

May 8, 2014 | Case Management/BPMAnalysts

One of the most interesting use cases evaluated by Gartner in its recently published report on case management frameworks involves how case management software enables enterprises to handle collaboration-heavy incident management.

The report, Critical Capabilities for Case Management Frameworks, identified and examined 11 critical capabilities applied to four specific use cases. 

The four use cases in the report are:

  • Investigative Cases (data-heavy)
  • Service Request (workflow-heavy)
  • Incident Management (collaboration-heavy)
  • Process to Decision (rules- or policies-heavy)

The report evaluates BPMS-based Constant Management Frameworks (CMF) providers – including MicroPact -- based on a list of critical capabilities needed to support the four use cases that researchers observed across multiple industries.

While I don’t want to downplay any of the four use cases, for the sake of brevity I figured I would tackle them one at a time. And incident management seems to be coming up more and more in conversations we’re having with enterprises in a variety of industries – from federal government and public universities to hospitals and law enforcement organizations.

Gartner gives a great definition in the report of what case management is and why it is what it is.

"Case management solutions treat a 'case' as the primary aspect of work to be managed to a successful outcome; workflow is secondary,” according to Gartner. 1 "Case management frameworks built on BPM suites offer an alternative to specialty applications and custom coding to help solution architects and business process directors implement case management solutions."

Incident management is all about managing cases to a successful outcome – whether that is settling an employment discrimination claim or tracking down criminals (from jay-walkers to car thieves).

According to Gartner: “Incident management cases are also highly complex, largely because they don’t happen on a schedule. They are anticipated, but when they actually occur is highly unpredictable. Natural disasters, car or workplace accidents, illnesses, HR grievances, and patient care are examples.”

An organization doesn’t know when an employee will file a complaint or when someone will reporting a missing piece of equipment, and they certainly never know when someone is going to slip and fall on company property with plans to sue for personal injury.

While incident management cases are generally anticipated, they remain unpredictable. Natural disasters, workplace accidents, illnesses, labor-related grievances, and patient care are examples cited by Gartner.

“These cases often exhibit a greater sense of urgency for resolution than other types of cases. Although these cases are data-intensive (similar to investigative cases), the process is highly ad hoc and situational. Thus, these cases are most distinguished by the degree of collaboration activity required to resolve the case,” according to Gartner.

As you can clearly see, there’s a real and growing need for dynamic case management solutions that effectively handle incident management operations for enterprises. We believe Gartner’s research certainly recognizes that. And based on what we’re seeing in the market, we have to agree that incident management will continue to be an important part of the daily operations for most organizations.

Incident Management Solutions

A few of the hot areas for incident management that affect a broad range of industries are Alternative Dispute Resolutions, Helpdesk/Ticket Management and Appeals Case Management.

Alternative Dispute Resolutions

To ensure that Alternative Dispute Resolution (ADR) cases are guided towards mutually agreeable outcomes at the lowest possible level, cost, and time investment, organizations need a case management system built to facilitate the complex work of the ADR practitioner. By using the entellitrak Alternative Dispute Resolution software solution, organizations are able to better manage and monitor complex and often competing priorities and reduce the cost and complexity of processing ADR cases.

Helpdesk Ticket Management

Helpdesk Ticket Management
An effective helpdesk operation puts the customer’s information front and center so that support personnel can efficiently receive, process, and respond to service requests. The entellitrak Helpdesk Ticket Management software solution can be scaled to fit any size enterprise and configured to support all aspects of an operation. entellitrak empowers team members to quickly gather vital pieces of data on each ticket in order for issues to be identified, managed and resolved as efficiently as possible.

Appeals Case Management

An effective appeals process requires a dynamic case management solution that is able to accommodate standard elements while adapting to and managing the unique requirements and protocols of your organization. While every appeals process is different, they are all driven by specific events and they rely on accurate collection of important data. Every appeal includes an appellant, an issue or problem that requires resolution, and a basis or guideline against which the appeal is made. There is often a detailed investigation and a formal review process—all conducted by professionals who require timely and accurate data—before an appeal is handed off to a judge or board to render a decision.

More information on the entellitrak solutions for these specific operations, as well as solutions for other critical enterprise operations, can be found here.

1. Gartner, Critical Capabilities for Case Management Frameworks, 2014 (G00250141 ) Published: February 12, 2014; Analysts: Janelle B. Hill, Kenneth Chin, and Rob Dunie.

Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About the Author

Roger Hughlett was a member of the Marketing Team with MicroPact from 2013 - 2015.

Tyler Technologies is the largest and most established provider of integrated software and technology services focused on the public sector

Related Solution

Alternative Dispute Resolution

Achieving a mutually agreeable outcome — with the lowest possible cost and time investment — is crucial for complex ADR cases. entellitrak-based alternative dispute resolution software helps organizations streamline, track, and manage the resolution of workplace dispute proceedings both in real time and historically, which is crucial as agencies strive to meet strict reporting and accountability standards.

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Related Solution

Appeals Case Management

Government agencies use entellitrak as their appeals case management system to effectively track appeals case data and ensure every person in the process has access to the information. It manages a range of appeals including healthcare, workers’ compensation, land use, and labor relations — and can be tailored to match agency, regulatory, and business requirements.

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