Human Error: The Open Secret in IT Incident Management

Human Error: The Open Secret in IT Incident Management


In the digital age, human errors in IT can be costly and damaging to customer confidence. We explore causes and solutions, highlighting the importance of training, automation and a proactive approach to IT management to reduce errors and foster continuous improvement.

Let’s call a spade a spade, in this digitized world, human error is less and less forgiven, because it not only causes inconvenience and stress to the person who makes the mistake, but it can also lead to economic losses in the millions, damaging downtime and loss of confidence on the part of customers.

We are humans consumed in environments of stress, fatigue, multiple screens and tasks, where mistakes are more likely to occur.

Here is some essential information to help you understand the big picture of how and why errors occur, and what steps technology teams can take to prevent them.

The Quantifiable Impact of Human Error

Most IT incidents are attributable, directly or indirectly, to human error. According to a report highlighted by PC World, up to 75% of data loss in the workplace is caused by human error. These statistics highlight the need for effective strategies to mitigate this risk.

Main Sources of Human Error in IT

  1. Lack of Training and Knowledge:
    Untrained personnel are prone to errors. Training should be focused on the professional applying best practices to technological continuity.

  2. Work Overload and Fatigue:
    Exhaustion significantly increases the probability of errors, more so during the night shift, where sleep is real. Implementing automated solutions and ensuring an equitable distribution of labor are key steps in addressing this problem.

  3. Inadequate or outdated procedures:
    Operating with obsolete or inefficient processes reduces productivity and increases the risk of errors. It is vital to regularly review operating procedures, narrow them down and focus them on solving IT incidents, avoiding time spent on manual tasks.

Measurement and Analysis of Human Error

Measuring and analyzing human error can be challenging but is crucial. Implementing an incident tracking and analysis system helps to identify trends and problem areas. This may include:

  • Root Cause Analysis:
    After each incident, have information on the cause of the problem or where the highest volume of IT incidents is concentrated.

  • Performance Metrics:
    Establish key metrics to monitor error mitigation, record errors, measure resolution times, compare behavior between periods.

Mitigation Strategies

To reduce the impact of human error, consider the following:

  • Automation and Intelligent Tools:

    Ease the burden of repetitive tasks, choose the right tools to relieve this workload and concentrate the information on a few screens.
  • Training and Professional Development:

    Invest in training your team to ensure that their skills and knowledge are up-to-date and aligned with the company’s operations.
  • Review and Update of Procedures:

    Make sure your processes have clear criteria for IT incident management, which are in line with downtime compliances, escalation systems, help desk alignment and the shifts of the resolving team.
  • Organizational Culture of Learning and Continuous Improvement:

    Foster a culture that views mistakes as opportunities for learning and improvement. We will never eliminate human error, but if they are reduced, it will help both the quality of the worker and the health of the business.

The open secret, in this case human error, is an issue that is lived in the Technology Management Departments, and putting it on the table can help to generate strategies to mitigate human error situations.

By combining technology with human expertise, we can ensure that professionals generate added value for the company. Repetitive tasks or complex processes must be left in the past every day, to bring out the potential of intelligence in favor of best practices and resolution of IT incidents in the company.

An ideal tool to avoid human error is 24cevent, which automates the mechanical part of the event management process.

An ideal tool to reduce human error is 24Cevent. It automates the mechanical part of the event management process. By combining technology with proactive management practices, organizations significantly reduce IT incident management time by using automation and defining criteria that are linked to the company’s business and IT operations.

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