Where this shows up

When an MES, SCADA, or production-supporting system has an incident, the cost of downtime is measured in stopped lines and missed output — but many incident processes still prioritize tickets by generic severity rules that don’t reflect that reality. Production-critical incidents can sit in the same queue as a password reset.

How we approach it

• Define priority and SLA rules based on production line and business impact, not just technical severity.
• Build direct escalation paths from the plant floor into IT incident management.
• Create playbooks for common production-system failure modes so response doesn’t start from zero.
• Track downtime cost and recurrence to focus problem management where it matters most.

What changes

• Production-impacting incidents get prioritized like production-impacting incidents
• Faster response from plant floor to IT and back
• Recurring failure modes identified and addressed, not just patched