Question:Discuss what role end-users typically play in incident reporting? Should end users be encouraged to report suspicious occurrences? If so, why; if not, why not. What factors typically influence the end-user decision to report (or not report) a potential incident?

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Incident reporting

Incidents are known as the unexpected event which can vigorously affect the business organizations. It is very difficult to predict the incidents as they can happen at any time or anywhere; hence it is necessary for every organization to be prepared for these unexpected incidents. For example, in the software industry downtime is the most common issue due to bugs in software or hardware failure or human mistakes. Even the cyber crimes which are increasing day by day also come under the category of incidents. Such type of incidents put the work on hold for some time and even for many days if the organization does not have any incident handling strategy. The incidents can happen to anyone even the IT experts also not handle them hence it is necessary that the IT team must respond fast when they came to know about the incident. The speed to respond to these incidents depends on the role of end-users play in incident reporting. It is necessary that the IT team must pay attention to the complaints or issues shared as a report by the end-users based on their report. It will help them to quickly handle the incident (Lucas & Moeller, 2016).

Important to encourage end-users

As discussed above End-user play an important role in incident reporting, and it will make it easy and fast for the IT team to respond to incidents. So it is necessary for the organization to encourage the end-users for incident reporting. End users are those individuals who are regularly using the organization’s product and services. So if the software or any service show any issue they will be the first one who gets know about it. So if they immediately complained to the IT team for these issues then it will be easy for the team to handle such issues. The team must take some steps to encourage the end-users about the incident reporting. There must be a strong interaction between the IT team and users, and they must take their reviews on their experience with the company. It will help to know about the issues if the users are facing. Depending on the reviews of the end-users’ IT team can do further analysis to deal with incidents in advance. They must be encouraged to report such incidents as it will also give them better user experience. An organization can solve a number of issues if they encourage end-user incident reporting (Docs, 2017).

Factors influence end-users’ decision

Although end-users incident reporting plays an important role, yet there are many factors which prevent them from reporting such incidents. Sometimes the organization does not show much interest in maintaining good interaction with its users which make the end-users less interested in reporting such issues. Also the procedure of the incident reporting can be complex, and the user does not want to invest his time in reporting. When an organization is not willing to learn from the user experience then this factor also influences the decision of end-users of incident reporting (ITtoolkit, 2016).

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