November 29, 2023

Often when a DIY account shows an error, MF server appears painfully slow or orders are not being processed quickly, you straightaway call or write to the IT team for support. But that is not the right way to seek assistance for IT related technical and non-technical issues. That’s because even though the IT support team solves the issue when you contact them directly, the IT Foundation team does not get a chance to learn about the issue, analyse it and prevent it from occurring again.

Today, we will tell you how to report IT incidents (meaning technical and non-technical issues related to IT that may have an impact on the business or operations in Sharekhan). Follow these rules when you face an IT incident next time. By following the right incident management process, you will help the IT Foundation team detect and manage IT incidents to restore a service as quickly as possible with the least disruption to your work and the business. It will also prevent its recurrence.

How to report IT incidents correctly

• Provide accurate incident description with details.
• Define impact and urgency correctly for correct prioritisation.
• Share regular incident status updates until resolution.
• Escalate incident when required.

Please click the following link to know more about the IT incident management process of Sharekhan:
https://www.sharekhan.com/MediaGalary/Newsletter/SK-Incident-Management-Process-050923.pdf

If you have any queries, do write to the IT Foundation team at the following e-mail IDs: notifyitsm@sharekhan.com and vinay.kari@sharekhan.com.