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Thought Leadership — Major Incident roles RSS



Core Principles of Major Incident Management

In our (MIM®'s) Global Best Practice in IT Major Incident Management® there are 4 core principles which if understood and internalised can help guide your behaviour in any major incident situation you may encounter.     About MIM®MIM® is the professional body dedicated to Global Best Practice for IT Major Incident Management®.We are transforming the way companies, professionals and IT Operations, reduce major incident downtime.Our methods and techniques save millions for companies around the globe, supports leading IT specialists and maximises collaboration.With clients in more than 80 countries, including the world’s largest business and consumer brands, we drive major incident innovation to protect businesses. www.majorincidentmanagement.comwww.mimcloudacademy.com Connect with MIM® Linkedin Youtube Facebook Twitter Signup for the newsletter   MIM® Podcast Listen...

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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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3 ways you are damaging your career as a Major Incident Manager

A career in Major Incident Management is exciting and can be high profile. You engage with nearly all of the Operational staff at different stages, with your communications reaching the entire End User community, including C-suite Executives. Whilst the role can be thrilling, it is also easy to let a few bad habits seriously impact on your credibility and career. Here are 3 common mistakes to keep a check on and avoid:   1 . Don’t think win/lose, think win/win It can be difficult to strike the right balance; your primary objective is to restore normal service operations as quickly as possible, and often that means being assertive. However being too dominant with Technical Staff might get you the result...

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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...

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