Proactive Incident Management: Transforming Service Disruption Response Through Integrated Communication Systems

Karri, Vidya Sagar (2025) Proactive Incident Management: Transforming Service Disruption Response Through Integrated Communication Systems. World Journal of Advanced Engineering Technology and Sciences, 15 (3). pp. 2671-2678. ISSN 2582-8266

This article presents the Proactive Outage Communication Hub as a transformative framework for managing service disruptions across organizations. By integrating monitoring platforms, communication tools, and visualization technologies, this solution addresses the shortcomings of traditional reactive incident management approaches. The framework leverages automation to detect anomalies before customers report problems, establishing dedicated communication channels for internal coordination while simultaneously delivering targeted external messaging. Key theoretical foundations, including information asymmetry reduction and trust preservation through transparency, support the architectural components of monitoring, communication orchestration, case management, notification systems, and data visualization. The article outlines workflow processes from incident detection through resolution tracking and identifies organizational benefits, including reduced time-to-communicate, preserved customer satisfaction, improved operational efficiency, and enhanced knowledge management. This integrated approach to incident management enables organizations to maintain stakeholder trust during service disruptions while optimizing resource allocation toward resolution rather than coordination activities.