We watched a video recently with Charlie Munger (Vice Chairman of Berkshire Hathaway, controlled by Warren Buffet). Charlie Munger is an extremely successful and respected man. In this video Charlie talks about his 10 rules of success, it struck us that the Major Incident Management community would benefit from his wisdom. A shortened version of his 10 rules are: Always keep learning Deserve what you want (i.e. work hard to earn trust and respect) Know the edge of your own competency Be a survivor Practice the right approach Understand what you are doing Invest in trust Know all of the big ideas Swim as competently as you can (accept that you will fail sometimes, we all do) Don’t submerge into self-pity...
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...
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...
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
Snippet: We reviewed over 200 job ads for the top jobs, CEO, CIO, Managing Director, IT Director and Head of Service Delivery to identify the most sought-after skills and how it relates to the skills and knowledge acquired by Major Incident Managers and positions them for career success. The article: It has long fascinated me that those that succeed in IT Major Incident Management often go on to succeed long-term in their careers. If I had to provide a solid guess at why that is, it would probably be something along the lines of: At it’s core, Major Incident Management is about Leadership, further to that, it is mostly about the leadership of people and resources who are not in...
