Click here to get the latest news from MIM®

Thought Leadership — Adam Norman RSS



3 lessons Major Incident managers can learn from Navy Seals

Navy Seals are the elite. Their training is extremely tough both physically and mentally. Here are 3 lessons Major Incident Managers can learn from Navy Seals: 1 – Set milestone goals Breaking down a goal into manageable milestones makes an overall big goal clearer, less complex and more manageable. This kind of detailed planning requires discipline, but it makes positive outcomes far more likely. Seals are excellent at planning and achieving big goals that are often complex with many variables. 2 – Visualise success to overcome failure  As you would expect, Seal training is tough. Throughout the training 75% of people who make it on to the initial 6-month training end up washing out. Seals understand their objective, and they...

Continue reading



The 3 Phases of a Major Incident

Note: The Best Practice in IT Major Incident Management and it’s components are a framework and your organisation’s other existing processes should be considered when incorporating Major Incident Management into Operations. Whilst the primary objective of Major Incident Management is to restore normal service to End Users, there are three phases that have sub objectives that contribute to the primary objective. The three phases of the Best Practice Major Incident management Process: The initial 15 minutes (of major incident identification) The post 15 minutes (n.b. this can last hours or sometimes days) The resolution (and closure of the major incident) The initial 15 minutes phase In the initial 15 minutes of major incident identification the key objectives are: Validation (that there...

Continue reading



what is a Major Incident?

Let us start by addressing what a major incident is in the context of IT services. We define a major incident as an event that creates a significant, negative impact or urgency for a business or organisation. They demand a response, strategy and direction beyond the capabilities of a standard incident management processes. Example 1: The value of Major Incident Management for large organisations Take a major retailer as an example… Many large, well-known major retailers rely on self-service point of sale devices and point of sale terminals to take payment for goods. In busy periods they may take around £4,000 of transactions per second. That equates to £240,000 per minute and £14,400,000 per hour. That is a substantial loss of earnings for every...

Continue reading



Major Incident 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...

Continue reading



Core principles of Global Best Practice Major Incident Management®

  Whilst the Global Best Practice IT Major Incident Management Publication provides detailed processes, activities, guidance, tools and more, there are some core principles on which the framework exists. These principles are intentionally clear and simple. They should guide individuals and organisations behaviour during a major incident. The core principles of Best Practice IT Major Incident Management Restore normal service operation as quickly as possible via workaround or permanent fix Do so in a customer centric way that inspires confidence in End Users Through inspiring leadership and communication, maximise collaboration and maintain positive relationships, both internally and externally Whilst constantly evolving and improving the Major Incident Management service  

Continue reading