Preventative Incident Management is reshaping IT as we know it. Gone are the days of celebrating how fast incidents get resolved—now, the real win lies in ensuring they don’t happen at all. This proactive approach not only minimizes downtime but also transforms IT operations, delivering smoother experiences for users and more efficient workflows for teams.
In episode 94 of Ticket Volume, Matt Beran welcomes John Gordon, Senior VP at HP Managed Solutions Division, to explore how IT teams can move beyond putting out fires and start preventing them altogether. With years of experience leading IT innovation at companies like Lenovo, Bose, GE, and IBM, John shares practical strategies and thought-provoking ideas to help organizations aim for zero-incident environments.
Ready to see how preventative strategies can revolutionize your IT approach? Let’s dive into the episode highlights.
From reactive to preventative: The case for zero incidents
The IT industry has long measured success by how quickly incidents are resolved. But what if the real goal isn’t to resolve problems faster—but to prevent them entirely? For John, this isn’t just a dream; it’s a call to action. His vision for zero-incident environments flips the script on traditional IT operations by prioritizing prevention over reaction. By identifying risks early and designing services to be resilient, IT teams can eliminate downtime and deliver better user experiences.
“The goal isn’t just to handle incidents better—it’s to eliminate them.”
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Central to this shift is the need to redefine Service Level Agreements (SLAs). John argues that conventional SLAs, focused solely on response and resolution times, reinforce a reactive mindset. Instead, SLAs should focus on reducing incidents altogether, incentivizing teams to implement proactive measures like robust telemetry, automation, and predictive analytics. This change doesn’t just improve service; it transforms the way IT teams approach their work, emphasizing long-term resilience over short-term fixes.
Why preventative strategies are a game-changer in IT
In the world of IT, the traditional approach to Incident Management has often been reactive—teams swoop in to solve problems as they arise, earning praise for their firefighting skills. But John challenges this mindset by comparing IT’s future to fire prevention. While firefighters are celebrated for their bravery, it’s the lesser-known fire prevention consultants who ensure fewer emergencies occur in the first place.
“We don’t celebrate fire prevention consultants, but they prevent more fires than firefighters.”
Preventative strategies offer the same kind of foresight for IT teams. By addressing potential issues before they escalate, organizations can drastically reduce downtime, improve user satisfaction, and support seamless business operations. Tools like telemetry, automation, and predictive analytics empower IT teams to anticipate problems and intervene early. The result? A more resilient, efficient IT environment that not only avoids disruptions but enables teams to focus on strategic goals instead of constant crisis management.
Proactive Incident Management: What is it And How to Implement it
Measuring success: Understanding hidden ROI
One of the biggest challenges of implementing preventative strategies is measuring their impact. Unlike reactive approaches, where success is evident in how quickly a problem is resolved, preventative measures focus on avoiding incidents altogether—making their value less tangible. As John puts it, IT leaders must grapple with the paradox of proving the ROI of something that doesn’t happen.
Preventative strategies rely heavily on data and telemetry to demonstrate their effectiveness. By tracking patterns, identifying trends, and addressing issues before they escalate, IT teams can build a clear case for the value of proactive investments. These metrics don’t just highlight avoided incidents—they also show how prevention contributes to improved user satisfaction and reduced downtime.
At HP, John’s team takes this approach one step further by documenting every avoided incident as part of their reporting process. By showcasing the cumulative impact of proactive actions, they ensure stakeholders see the value of prevention—not just in theory, but in measurable business outcomes.
Real-world success stories from HP
At HP, preventative strategies aren’t just a concept—they’re delivering measurable results that showcase the power of proactive IT. Through strategic upgrades, automation, and a shift in mindset, John’s team has achieved impressive outcomes:
- 93% savings on replacement costs by identifying opportunities to upgrade equipment before failures occur.
- 95% of meeting room issues resolved proactively, ensuring users experience seamless collaboration.
- 80% of print device notifications handled remotely, reducing downtime and unnecessary site visits.
These results didn’t happen by chance. HP’s success stems from a deliberate move away from reactive, SLA-driven practices toward a preventative service design model. By leveraging telemetry and automation, their team monitors trends and detects potential issues early. When patterns emerge, they quickly deploy solutions—often before users even notice a problem.
This proactive approach not only prevents incidents but also empowers IT teams to focus on higher-value tasks, reinforcing the idea that prevention is as much about efficiency as it is about resilience.
Key takeaways for IT leaders
John's insights offer a clear roadmap for IT leaders looking to embrace preventative strategies. Here are the key lessons from his approach:
- Prioritize prevention over reaction: Shift the focus from resolving incidents to eliminating them. Every incident should be seen as an opportunity to improve and refine systems.
- Redefine SLAs: Move beyond response and resolution times to emphasize metrics that reflect resilience and proactive management.
- Leverage data and telemetry: Use these tools to track patterns, predict potential issues, and document avoided incidents. This helps build a strong case for the value of preventative measures.
- Empower your team: Foster a proactive mindset within IT teams by encouraging ownership and collaboration in identifying and addressing risks.
- Showcase hidden ROI: Regularly report on preventative successes to stakeholders to ensure they understand the value of these investments.
Conclusion
Preventative Incident Management is more than a strategy—it’s a shift in mindset that challenges IT leaders to think differently about success. By moving from reactive problem-solving to proactive prevention, teams can focus on building resilient systems that enhance user experiences and minimize disruptions.
As John shared in episode 94 of Ticket Volume, this journey requires a willingness to redefine traditional practices, embrace data-driven decision-making, and invest in proactive measures. It’s not just about fixing issues faster; it’s about creating systems that don’t break in the first place.
Want to dive deeper? Listen to the full episode to learn how John and his team at HP are transforming IT through preventative strategies—and discover actionable insights you can apply to your own organization. You can find the full episode on Apple Podcasts, Spotify, YouTube, or your favorite podcast platform.
