Transmission · July 18, 2026
Building a Resilient Incident Management Workflow
How escalating triage, documentation discipline, and post-incident reviews cut average resolution time from four hours to ninety minutes.
Incident Management
ServiceNow
IT Operations
Every IT organization claims to take incidents seriously. The difference between chaos and control comes down to the workflow wrapped around the ticket.
The starting point
When I joined AdventHealth, the average incident resolution time was around four hours. Teams were reactive: whoever was available grabbed the ticket, and knowledge lived in people’s heads rather than in documentation.
What changed
- Strict triage tiers — Level 1 and Level 2 capture structured data so Level 3 can jump straight to diagnosis instead of re-interviewing the user.
- Documentation as a deliverable — every resolution now ends with a knowledge article. Recurring issues get a root cause analysis instead of a patch.
- Post-incident reviews — after every major outage we run a blameless review that feeds the change and problem queues.
The result
Average resolution time dropped from four hours to ninety minutes, and SLA compliance stabilized above 95%. The process doesn’t feel heavier — it feels like the team finally has a shared operating picture.