1 copyright © 2014 ppm 2000 inc. singaprore, august 2014 denis o’sullivan, cpp incident...
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1 Copyright © 2014 PPM 2000 Inc.
SINGAPRORE, AUGUST 2014
Denis O’Sullivan, CPP
INCIDENT MANAGEMENT TECHNOLOGYCHALLENGES
2 Copyright © 2014 PPM 2000 Inc.
1 2 3 4 5 6
INTRODUCTION
GENERAL REQUIREMENTS
MUST HAVE FUNCTIONALITY
SELLING YOUR VISION
TECHNOLOGY ADVANCES
Q & A
AGENDA
4 Copyright © 2014 PPM 2000 Inc.
DEFINITION:
Incident:
An adverse non-operational event or happening that disrupts or otherwise negatively impacts an organization or business, and includes;
Any activity or service provided to employees or departments.
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TECHNOLOGY ADVANCES
• Integration
• Convergence
• Mobility
• Workflow
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INTEGRATION (PSIM)
- Dispatching- Incident & Activity
Management- Investigation/Case
Management- Reporting- Analysis- Workflow
DOCUMENT MANAGEMENT
VISITOR CONTROL
ACCESS CONTROL
FACILITY MANAGEMENT
ALARMS CCTV
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CONVERGENCE - ENTERPRISE WIDE DEPLOYMENT
- Dispatching- Incident & Activity
Management- Investigation/Case
Management- Reporting- Analysis
LEGAL
RISKMANAGEMENT
IT
COMPLIANCE& AUDIT
SECURITY
HR
BRANDPROTECTION
SAFETY
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WORKFLOW: (AUTOMATED PROCESS CONTROL)
• Automate repetitive tasks
• Schedule assignments
• Timely notifications
• Manage processes
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OTHER TECHNOLOGY CONSIDERATIONS
• Comprehensive search capability
• Audit Trail
• Use of data for evidentiary purposes
• Privacy regulations and legislation
• Off the shelf versus In-house
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GENERAL REQUIREMENTS
• Dispatching
• Activity Tracking
• Incident Reporting
• Investigation Management
• Analysis
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RESPOND
Know who’s available, nearby, and
can take the call.
DOCUMENT
Capture the complete chain of events.
MANAGE
Improve response times.
ESCALATE
Escalate to an incident for follow-up
and investigation.
DISPATCHING
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DOCUMENT
Know who did what, including when,
and where.
MANAGE RESOURCES
Understand how your resources are
being used.
SERVICE REQUESTS
Record delivery of services.
AUTOMATE
Pull data from other systems.
ESCALATE
To incident and investigation.
ACTIVITY TRACKING
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DOCUMENT
Who, what, when, where, how and how
much.
CONSISTENCY, ACCURACY &
RELIABILITY
Standardise your incident reporting
process.
IMPACT ASSESSMENT
Cost of loss or damage to brand.
KNOWLEGE BASED DECISION-
MAKING
Spot trends. Assess countermeasures.
Demonstrate ROI.
INCIDENT MANAGEMENT
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MANAGE INVESTIGATIONS
Assign investigators.
STANDARDISE PROCESSES
Monitor workloads, assignments,
chain of custody, etc.
VISUAL ANALYSIS
Map relationships between data.
BUILD CASES
Consolidate related incidents and
investigations.
INVESTIGATION MANAGEMENT
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CUSTOMISATION
• Multiple levels of incident description
• Ability to rename and reposition field labels
• Ability to add fields
• Ability to hide fields and even whole forms
• Multi-language capability
• Maximum customisability without need to touch
source code
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TECHNOLOGY CONSIDERATIONS
• Custom vs off the shelf
• SaaS vs on premise
• System security
• Latest technology
• Compatibility with other technologies
• Implementation project management
• Reputation and financial stability of vendor
• Privacy regulations and legislation
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KEY BENEFITS
• Standardise processes
• Consolidate data
• Reduce the risk of litigation
• Deliver immediate answers
• Spot trends
• Make informed decisions
• Optimize performance
• Illustrate ROI
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SET-UP & TRAINING
TRAININGOPTIONS
CONSULTINGSERVICES
CUSTOM PROJECTS
SOFTWARESUPPORT
DON’T FORGET PROFESSIONAL SERVICES
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SELLING YOUR VISION
• Become business savvy
• Establish cooperative, non-threatening relationships with
the department heads that are open to sharing your vision
• Sell the CEO on why a Best in Class Incident Management
System is a profit center
• Own the technology and know how
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CS - MICROSOFT
• More efficient incident management
• Empowering employees
• Respond better to people who threaten
employees
• Overall Incident Reduction as direct result of
trending analysis
• Ability to deliver quantifiable cost savings
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CS – CAMBERRY CASINO
• Allowing controlled access to departments
outside security
• Consistency in data recording
• Photographic record of injuries resulting in
reduced workers compensation claims
• Storing of signed statements
• Discovering patterns and trends
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CS – DELTA AIRLINES
• Multiple departments using same solution
• Data retrieval
• Direct access to data by senior management
• Mapping relationships in complicated
investigations
• Identifying patterns and trends
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