Thought Leadership — Adam Norman RSS



What is IT Major Incident Management

In the context of IT Services Major Incident Management is an all-encompassing term. It describes the: Process – The series of steps and actions taken in order to achieve service resolution and restoration of ‘business as usual’ services. Function – Your organisation’s Major Incident Management function is formed by the roles that perform the processes. These can be individuals, a department or multiple departments. Service – The combination of roles and processes delivered to an end-to-end Major Incident Management service. So, IT Major Incident Management is the process, people, and resources an organisation utilises to manage a major incident. To learn what a major incident is click here. It is worth noting that Major Incident Management is different to Crisis Management. Let us...

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Why do major incidents occur?

No matter how good or how robust your IT infrastructure and systems are, incidents and major incidents are inevitable. The more complex your IT environment, the more likely a major incident is to occur. Some of the more common reasons that major incidents occur include: Increased demand or load Failure of IT assets Changes made to the IT environment Human error Configuration conflicts

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