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Major Incidents roles and responsibilities – Who is involved and what do they do?

  Major Incidents will require the focus and efforts of many individuals within your IT Operation. Detailed here are the roles involved and an overview of their remit when a major incident occurs. Every Operation is different and this is to be used as a framework, not necessarily verbatim. The Service Desk  The Service Desk is the main point of contact for affected end users during service outages or degradation. Contact with the Service Desk is in the form of requests and reporting of incidents. The Service Desk is usually the first team to be made aware of a potential or actual IT major incident. During major incidents it should provide updates to the end users by way of announcements...

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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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