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The Objective of Major Incident Management

The objective of Major Incident Management is to restore normal service operation, as quickly as possible via workaround or permanent fix, whilst maintaining Stakeholder confidence. In the latest version (2020) of MIM®'s, The Global Best Practice in IT Major Incident Management®, stakeholder confidence is a crucial addition to the primary objective of Major Incident functions. Whilst the training has always included managing stakeholder relationships and leadership skills for Major Incident Managers,  previous versions didn't explicitly include the objective of stakeholder confidence, The primary objective of Major Incident Management® in earlier versions of our Global Best Practice in IT Major Incident Management® Training and Certification programme: namely 2016, 2017 & 2019: The objective of Major Incident Management is to restore normal service operation, as...

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The different types of Major Incident Management service models

There are several IT major incident service models. The end goal is always the same, but some of the people and their roles may vary depending on how your IT operations are organised and serviced. For the purposes of this post we will focus on the most common types. For those of you that are new to the world of IT or have not got to grips with the ever-growing, ever-changing acronyms in this industry we have detailed some definitions. Managed Service Providers (MSPs) An MSP is a company that exists specifically to provide IT services and products to other organisations that choose to outsource their IT services, either in part or completely. There are several variations in the way in...

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Should you take time to validate major incidents?

  Before fully directing all of the operation’s resources, people and activities, it is best practice to validate the major incident. However, our advice would be to engage the primary Technical Resolver Group before validation in order to avoid losing essential resolution time. There are several, often quick ways to validate that a major incident has occurred: Contact the affected end users The Technical Resolving Group can confirm that the technology or service is affected Validation avoids wasting time, effort and resources. Here are some examples of instances that may have initially been flagged as a major incident, but following validation, could be down graded: The affected infrastructure and related business critical services may have had a momentary alert, but...

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Should Major Incident Managers be Technical?

  A long-standing debate in the industry, should Major Incident Managers be technical? This question seems to be firmly dividing with very few people being undecided, they either strongly believe that yes, they should be, or no they should not. Well, we believe the answer is no, they should not be technical, but really it requires a little more explanation than that, and it depends… What size organisation are we talking about? It depends on the size of your organisation and Operations. In an ideal world, and one that most large Managed Service Providers and enterprise In-House Operations find themselves in, there would be dedicated Major Incident Managers, who do nothing but focus on Major Incident Management. After all, the...

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How are major incidents identified

It is imperative that processes are in place that ensure a major incident is identified. Typical alert and identification scenarios include: The Service Desk notices a large volume of similar incidents that seem connected to a single issue End users contact the Service Desk or use a self-service portal to notify the Service Desk of a critical service outage Event monitoring alerts business-critical services that there is a failure or potential failure  Technical Resolving Groups identify a major incident or potential major incident during routine maintenance work.

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